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.

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 secondar and secondar research. The 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:

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 anal sis:

&n the organi!ation part information is provided in a descriptive manner.&n the project part data anal sis has been done into two parts. One is the data presentation.The second part is anal sis. Statistical anal sis of the 0uantitative data has been done. Based on the surve result & use S)SS software to get the statistical anal sis. There & use t test and cross tabulation method to find out the customer satisfaction level on different issues.

)"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 ke resources that include: " network of 9:: offices in more than ;: countries " staff of about <=::: people managing assets worth >?.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.

2&STOR@ O/ ST"-."R. C2"RT*R*. B"-3 &- BR&*/:

SCB has a histor of more than 1;: ears. The name AStandardB stems from the two original banks from which it was founded$AChartered BankB of &ndia# "ustralia and China and AStandard BankB of British South "frica. Chartered bank was established in 1=;C b a Ro al Charter granted b Dueen 4ictoria of *ngland. The main person behind the Chartered Bank was a Scot# Eames 5ilson who had also started AThe *conomistB 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=9C. &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.

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 destro ed b an earth0uake in 1F<C killing a number of staff. The Chartered Bank was particularl affected b the Second 5orld 5ar when numerous "sian countries were occupied b Eapan.

The )ost 5ar @ears:

"fter the Second 5orld 5ar man countries in "sia and "frica gained their independence. This led to local incorporation in some countries# particularl in "frica. Other operations such as those in &ra0# "ngola# ( anmar and %ib a were nationali!ed# while in &ndonesia the Eakarta office was destro ed in an attempted coup dGetat. &n 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# C prus# %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.

Standard Chartered in the 1FF:s:

*ven within this period of apparent retrenchment Standard Chartered e8panded its network# re$opening in 4ietnam in 1FF:# Cambodia and &ran in 1FF<# Tan!ania in 1FFC and ( anmar in 1FF;. 5ith the opening of branches in (acau and Taiwan in 1F=C and 1F=; plus a representative office in %aos 61FF97# Standard Chartered now has an office in ever countr in the "sia )acific Region with the e8ception of -orth 3orea. &n 1FF= Standard Chartered concluded the purchase of a controlling interest in Banco *8terior de %os "ndes 6*8tebandes7# an "ndean Region bank involved primaril in trade finance.

Standard Chartered in (iddle *ast ' South "sia 6(*S"7:

The (*S" region performed well in ear <::<. The region accounts for appro8imatel eleven percent of the groupHs revenues. The integration of ,rindla s was successfull completed and the group is now one of the leading international banks in each of its chosen markets in the region. The contribution of the ,roupHs business in the +nited "rab *mirates reflects the businesses. Standard Chartered now holds leadership positions in most of its ke product segments in the +"*. The average number of emplo ees in the (iddle *ast and other South "sia region in <::< was <FF;.

Standard Chartered in 2ong 3ong:

2ong 3ong remains the ,roupHs largest market# generating one third of the ,roupHs revenue. The have a network of ?> branches. Standard Chartered has been transacting business in 2ong 3ong since 1=;= and
8

the issue bank notes there. &n <::<# Standard Chartered became the first /TS* 1:: Compan to launch a new dual primar listing in 2ong 3ong. This will make the ,roup more accessible to "sian investors and will enhance the ,roupHs regional profile. The average number of emplo ees in 2ong 3ong in <::< was >#9??.

Standard Chartered in Singapore:

Standard Chartered has been doing business in Singapore for 1>> ears and has <: branches and offices# the largest branch network among foreign banks. The business in Singapore accounts for appro8imatel eleven percent of the ,roupHs revenues. Standard Chartered has Dualif ing /ull Bank Status# which has enabled e8pansion of the distribution network. &n <::<# "sian banker maga!ine named Standard Chartered the IBest Retail Bank in SingaporeH. The average number of emplo ees in Singapore in <::< was <#>;1.

Standard Chartered in (ala sia:

Standard Chartered is the oldest bank in (ala sia# where there is a network of <F branches. (ala sia is another of the groupHs core markets with broadl based business as a result of long established franchises. The group continues to e8pand its Shared Service Center that was opened in <::1 and carries out operations and processing activit . The Centre in 3uala %umpur has contributed significantl to improvements in the ,roupHs processing and service efficienc .

Standard Chartered in other "sia )acific:

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 <::<.The average number of emplo ees in other "sia )acific in <::< is >=;1.

Standard Chartered in &ndia Region:

Standard Chartered is the largest international bank in &ndia and# following successful completion of the integration of ,rindla s# have a combined customer base of <.> million in Consumer Banking and over 1<:: corporate customers in 5holesale Banking. The group launched its business in (auritius in <::< to provide 5holesale Banking services to corporate clientHs .The shared service centre in Chennai continues to develop rapidl as more services and processes are migrated from other countries. The average number of emplo ees in the &ndia region in <::< was ;<;1.

Standard Chartered in "frica:

Standard Chartered continues to be one of the leading banks in sub Saharan "frica. The group offers consumer banking and wholesale banking services in 1C "frican countries with a network of 1>F branches and offices. Standard Chartered recentl launched operations in the &vor Coast and re$entered -igeria. Business in *ast "frica has

10

performed well. .espite difficulties in Jimbabwe# the groupHs business in "frica has delivered good results. The average number of emplo ees in <::< was ;::F.

Standard Chartered in +nited 3ingdom and the "mericas:

Businesses in the +nited 3ingdom and the "mericas provide services to leading multinationals and major financial institutions# which trade or invest in "sia# "frica# the (iddle *ast and %atin "merica. &n <::C# the businesses in the "mericans were e8tensivel restructured to improve efficienc for future growth. The ,roup also operates a growing off shore banking business based in Eerse . The average number of emplo ee in the +nited 3ingdom and "mericas in <::< was <:F=.

The "c0uisition of "-J ,rindla s b Standard Chartered:

The main idea behind ac0uisition and merger is making an investment and usuall involves more than mere cash. 5hen two separate legal entities merge ever organi!ation aspect of both companies are e8pected to change be it internal or e8ternal. Such management decision is taken for a variet of reasons but the ultimate aim is to add up to on the interest shareholderGs wealth. /or banks operating in the consumer and wholesale banking sector# earning depends largel margin as well as the service charges.

11

"hina(15) 0aca%(1) ,erse)(1) Bahamas(1) United States of America (4) United (in'dom(*+) Iran(1) Bahrain(5) -atar(1) UA.(+) /man(1) 4akistan(+) India( *) 5e3al(1) Ban'ladesh(5) 1on' (on' (*!) 2ai$an( ) So%th (orea(1) ,a3an(1) 4hili33ines(4)

0e7ico( )

Laos (1) 6ietnam( ) "ambodia(1) 6enez%ela(4) (en)a(#1) Sierra Leone(1) "olombia(1#) 4er% (+) Brazil(1) Gambia(5) Ar'entina(1) Ghana( !) "ameroon(#) Bots$ana(15) &ambia(14) So%th Africa(1) &imbab$e(44) U'anda(1) 2anzania(#) Indonesia(5) Br%nei(15) Sin'a3ore( ) 0ala)sia(#5) 2hailand( ) Falkland Islands(1) 0)anmar(1) Sri Lanka(#) () 5%mber of /ffices A%stralia (1)

18

12

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$war reestablishment and e8pansion of South and Southeast "sia. The Chartered Bank opened another branch in .haka in 1F99# where it is still head0uartered. "fter the merger of the Chartered Bank with the Standard Bank in 1F9F# the Standard Chartered Bank took up a program of e8pansion. &t increasingl invested in peopleK technolog and premises as its business grew in relation to the countr Gs econom . &n 1FFC# there was an organi!ational re$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 <. Support The business division has the following departments:

13

 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 *mplo ees +nionL the clauses of which are reviewed and agreed upon ever two ears.

14

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.

15

 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
16

participation down to the level of department heads# which are responsible for carr ing 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 S stem to achieve full automation b drasticall cutting down paper work in the long run. /ocusing on service 0ualit and consumer needs. Recruiting and maintaining top$grade# efficient emplo ees. To invest in those technological s stems 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

17

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 S ndicated 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 branch and correspondent loan network Bond and ,uarantees )roject finance opportunities for import substitution and e8port oriented project ,lobal (arkets its international

&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

18

network of offices in >: countries. The Bank offers a full range of clearing# pa ment collection and import$e8port handling services. The bank offers foreign missions# voluntar services: Current accounts in both Taka and other major foreign currencies Convertible Taka accounts 6these funds are freel convertible to major international currencies7 %ocal and foreign currenc remittances etc. Consumer Banking Superior retail banking services comprising a wide range of deposit and loan products are offered b the Standard Chartered Bank to its individual customers. The Consumer Banking division constantl faces challenges and meets them b developing new products and services to fulfill the specific re0uirements of local T+ Bank offers a <>$hour service in Bangladesh through its (one link "T( network and )hone$ link )hone Banking services. organi!ations# consultants# airlines# shipping lines# and their personnel the following financial

)roducts and Services of the Bank:

Standard Chartered Bank has highl members who have the capabilit 0ualified professional staff

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
19

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 Services cover local and cross border pa ments# collections# information management# account services and li0uidit corporate and institutional customers. management for both

/eatures:
(anage the availabilit of clientHs funds efficientl (onitor and control the movement of funds Settle pa ments 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

20

network of overseas banking partners and correspondents. The bank obtained &SOF::< accreditation for its 0ualit service. .edicated trade and pa ment s stems are in place to make sure that e8ecuted. our ever transaction# even across different currencies# will be professionall

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 an impressive 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 an where 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

21

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 areas: division of the Standard Chartered Bank has a

centrali!ed dealing room in .haka and consists of the following two

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.

22

 "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 s ndication in the whole area of Structured /inance. Two t pes of lending facilit are provided to client at present: %oan Structure and S ndication: 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 s ndicated 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.

23

Cross Currenc Contracts: The customers can trade a wide range of currencies. &nformation anal sis: The Treasur division publishes dail and weekl currenc newsletters# which provide anal ses 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 <:::# tele8# sealing s stem# time keeper# swipe doors# computers# fa8 internet are used to ease and fasten operations of the dealers to conduct deals.

24

&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 pa ment services in the +3# +S"# 2ong 3ong# (ala sia# Singapore and man "frican countries. 5orldwide pa ments services are facilitated b a network of branches supported b electronic cash management 6available in select locations7# fund transfer s stem 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
25

/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 B.T 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. "n one looking for an opportunit to build a sound saving base can avail our Savings account# which includes the following benefits:

26

/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 pa ment service through "T( and an of our personal finance products.

&nterests of deposited amount are as follows: .eposited "mount +nder B.T 1#::#::: Between B.T 1#::#::: and 1:#::#::: Over B.T 1:::::: &nterest forfeiture rules 6introduced in (arch <::97 (inimum balance must be B.T 1#::#::: ever da CanHt withdraw more than 1:O of .eposit amount or B.T <;::: whichever is less without ? da sH notice. (a8imum < transactions allowed per week. &nterest rate :O <.;O CO

/i8ed deposit:
&deal product for nesting surplus deposit for future long$term investment. SCBHs /i8ed deposit# known for its high$ ield# helps the customer earn the ma8imum possible return in addition to the following features:
27

Can be opened for a term of C months# 9 months or 1< months Tiered interest rates# offering higher rates for larger amounts &nterest pa able 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 B.T < ( ' "bove B.T < "bove B.T 1: Below ( ' +p to B.T 1: ( 1 @ear < @earPP C @earPP > @earPP ; @earPP ?O ?O ?.<;O ?.;O ?.?;O ?.<;O ?.<;O ?.;O ?.?;O ?.?;O ?.;O ?.;O ?.;O ?.?;O =O (

PP RenewalM Roll$OverM -ew bookings will re0uire prior approval from 2ead of Consumer Banking.

28

Call deposit:
"n eas wa to turn short$term savings into high$ ield assets# blending of the fle8ibilit of a current account with the ield of a fi8ed deposit. Other features include: &nterest rate is between C to ;O &nterest will accrue ever da . -o withdrawal restriction irrespective of fre0uenc or si!e subject to seven da Gs notification. (inimum balance re0uirements is B.T <;:::: &nterest will be forfeited the da balance goes below B.T <;::::

Residents /oreign Currenc .eposit 6R/C.7:

Speciall designed foreign currenc account for resident Bangladeshis. Offers wonderful opportunit to build a deposit base in foreign currenc . 2elps make pa ment for overseas commitments and dues like credit card bills# traveling e8pense etc. (ain features: Offered in +S.# ,B) and @en Competitive &nterest on deposit

29

 Can onl be opened within 9 months of arrival from abroad .eposit can be made in foreign currenc onl 6cash# TC or .rafts7 Cash withdrawal in local currenc onl /und Remittance 6in both %c and /c 7 to an place in and out of the countr 6without restriction7 Recent changes: R/C. account is being offered in *uro from <::>.

/oreign currenc current account:

"pplicable to Bangladeshis working abroad# it can be opened in +S.# ,B) and @en without restriction on transaction fre0uenc . Can be operated through nominees in absence of the accountholder. /und remains in foreign currenc and is freel remittable.

(ain features:
.eposit can be made in foreign currenc onl 6cash# TC or .rafts or transfer from other /C@ account7. Cash withdrawal from the account is in local currenc onl . /und Remittance 6in both %C@ and /C@7 to an place in and out of the countr 6without restriction7. /und can be used to make investment in 5age *arnersH .evelopment Bond.

30

 -on$ resident foreign currenc deposit: " short$term foreign currenc deposit account suitable for

Bangladeshis living abroad# offering most competitive interest rates available in both local and international markets. Other features include: &nterest paid in /oreign currenc Can be opened for a term of 1 month# C months# 9 months or 1< months &nterest rates are tiered 6based on amount and term7

Cash line:
This product permits read access to cash without disrupting interest$ earnings on fi8ed investments. &t provides read access to cash against 0uasi$cash investment papers like Terms deposits 6%c M /c 7 Savings Certificates# 5age *arnersG .evelopment bonds# &CB units certificates etc.7. Other features: Both Revolving ' terminating options 2igh utili!ation %imit 6based on securit value7 Duarterl pa ment of &nterest 6onl on the outstanding amount7

31

-o commitment fee 6on unused limit7 )roducts &nterest Rates Cash line6%O"-7 Cash line6 Overdraft7 1<O$1;O F.;O$1<.;O

(one builder:
" uni0ue savings plan that helps customer builds up a si!eable savings base over a period of ; ears. One can begin to save with a small amount# add affordable monthl installments for ; ears and get an ama!ing return on maturit .

)ersonal loan:
"n eas and fast loan product that re0uires minimum documentation no cash securit # no down pa ment and minimum processing time.

(ain features:
"vailable for an personal reasons ranging from purchase of consumer durable educational e8penses to medical treatment. C different repa ment$tenor options $ 1<# <> or C9 e0ual monthl installments. Can be secured b salar assignment and emplo erGs undertaking or personal guarantee. Can be repaid in advance# an time ahead of maturit date

32

)roducts T pe " 6 *OSB "SS&,-*.7 T pe B 6 Salar "MC with SCB7 T pe C 6 Salar "MC with other bank7 T pe . 6 Others7

&nterest Rates 1CO 1;O 19O

1=O

Special &nterest Rate for corporate Client: )roduct T pe T pe " 6 *OSB "SS&,-*.7 &nterest Rates 1<O

T pe B 6 Salar "MC with SCB7 1>O

)hone link:
)hone link in Bangladesh was inaugurated in (arch 1FF?. &t helps to bring banking within the dialing distance of the customers# providing access to account information and details# <> hours a da from the privac and comfort of their homes# offices and cars. )hone link service is offered to all customers free of charge.

33

The )hone link service includes: "utomated Services: "ccount$related services /oreign currenc related information Change of Telephone &dentification -umber 6T&-7 Through the )hone bankers one can avail the following services: *n0uir on the product services Change of account address -otification to the bank of lost or captured (one link "T( Cards Stop Che0ue instruction )a Order M .emand .raft preparation 6to be collected later b the customer7 Status en0uir on remittance

(one link:
Standard Chartered Bank launched (one link "T( in 1FF># the first bank to offer this service in Bangladesh. (one link "T( service is free of charge# offering the following features: Cash 5ithdrawal ' deposit
34

 Che0ue deposit Che0ue book re0uest Change of )& )rinting of mini$statement )a ment of utilit bills.

Safe deposit locker:

Standard Chartered BankHs safe deposit locker service offered from .hanmondi and S lhet branch gives valuables. Other features: )ersonali!ed service from a dedicated locker officer "vailable to an customers 6for an annual fee which depends on locker si!e7 "ccessibilit an time during the banking hours -o additional charge for locker visit during locker hours. ou a modern facilit for safekeeping of precious items# confidential documents and other

)riorit banking:
Standard Chartered Bank Bangladesh offers )riorit Banking# a special service package for our valued customers. +nder this segment an

35

e8clusive combination of services are offered to customers who signed up for it. Some of the benefits offered under the program are: " )riorit Card that recogni!es clientHs )riorit Status at all our local branches and also at our global )riorit Centers 2igher withdrawal limit per da Chittagong ' S lhet )rivileges associated with the )riorit card in reputed hotels# from all "T(s in .haka#

restaurants and stores locall and globall . *8clusive )riorit Centre in .hanmondi ' S lhet with reserved parking space. .edicated Customer Relationship )ersonnel at the )riorit Centres. "nd also commission free SCB 4isa travelersG che0ues against travel 0uota# swifter transactions# pre$arranged banking services and invitation to special social and cultural events. "ll one need to do is to meet the priorit criteria 6set in terms of deposit value7# and sign up the relevant forms and the client will immediatel be eligible for all the benefits &n summar # some of the basic products and services offered b the )ersonal Banking division are: Current "ccounts# Overdraft on Current "ccounts# /oreign Currenc

36

 Term .eposits# %ocal Currenc Cash Che0ues# Che0ue )urchase# .rafts# Savings "ccounts# Term .eposits# Telegraphic Transfers# TravelerHs Che0ues# and )ersonal %oans.

"ccount Statement Charges:

The charge for holding statements is B.T 11;: per annum per account# and for "dditionalM .uplicate statement 6)er c cle7 is B.T ;?; per statement. )hotocop of statements is Taka 11;:.

"T( Card Charges:

The annual fees for "T( card are Taka 9F: per card# and the charge in case of damaged or lost card is Taka 9:: per card. "nd phone banking and internet banking and evening banking is absolutel free.

Charges for Cash and Travelers Che0ue /oreign Currenc :

/or issuance of /C@ cash# customers need to pa 1O of the transaction plus Taka <::MQ per passport. "nd for issuance of Travelers che0ue 1O of the transaction plus Taka <::MQ. The charge for encashment is absolutel free in case of travelers che0ue issued b SCB."nd encashment for other bankHs issued T.C is :.<;O of the transaction value or minimum B.T ;::. SCB also provides encashment facilit for non$customers# is :.<;O of the transaction value or Taka 1#:::.

Charges for maintaining Student file:

/or customers# opening student file for S""RC countries# the charge B.T C;:: per student# per annum plus Taka ;:: per remittance. This is

37

a centrali!ed s stem. -o matter where the customers conduct hisMher banking# for opening and maintaining student file# heMshe is bound to come to SCB 3akrail Branch# which is at 1:F# 3akrail. That branch e8clusivel deals with Student /ile. "nd# the charge for other countries is Taka ;::: per student file plus Taka ;:: per remittance. This opening of student file is not available for non$customers

Two separate divisions of SCB in Bangladesh:

)roduct .ivision: There are different divisions for targeting different t pe of customers. (ainl consist of two divisions# that is Consumer Banking .ivision 6C B7 and other is Corporate Banking .ivision named Corporate and &nstitutional Banking 6C ' &7. Consumer banking division meets the needs of individual customers with various products like Savings "ccount# *8tra 4alue Savings "ccount# "ccess "ccount# Call .eposit# /C@ .eposit# -/C. /i8ed .eposits# R/C. "ccount# )ersonal %oans# "uto %oans# /le8i loans# Cash %ine# &nstallment loans# etc. This department also deals with other savings instruments like education savings scheme# rain da scheme# marriage da scheme# millionaire scheme 6some printed brochures are enclosed in the "ppendi87

The

Relationship

between

Respective

Customers

to

.ifferent

.epartments of SCB

38

Individual

Organization

Companies and other &nstitutions

Banks /inancial

Consumer Banking

Cor orate ! Institutional Banking

This focus allows the business to develop an in$depth understanding of Treasur the banks customerHs evolving re0uirements. This in turn enables SCB

to develop the products and services that help them to stand out from the competition. Treasur provides support to the customers of both these business and develops customers 6both individual and organi!ational7 of its own.

)art < 6Statistical data presentation and "nal sis7

39

17 )lease identif

our gender

Please identify your gender

Female 33.3%

Male 66.7%

"nal sis: 2ere from the surve & found that among 1<: surve CCO are women and 9?O are men. So we can come to the conclusion that most the SCBS customers are male. "nd man case we found that private service holders wife maintain there account thatHs wh the percentage move to CCO otherwise it can be less than <:O. (ost of these cases we found those males are opening a joint account so that there wife can maintain there account.

40

<7 )lease identif

our age range

Please identify your age range

56-60 4.2% 51-55 12.5% 31-35 25.0% 25-30 7.5%

46-50 9.2%

41-45 21.7% 36-40 20.0%

"nal sis: &n m surve 0uestionnaire & gave ? age segment and found <;O customer among the 1<: fall in between C1$C; ears then <<O fall in >1$>; age ears old and <:O fall in between C9$>: ears age. So we can sa that most of the SCBs customersH age range falls between C1$>; ears range. But et there are man customer whose age range fall above the average because the maintaining the account before the &ndependence of Bangladesh. "t the same time we found some new customers who are student after SCB start the graduate account. So we can sa that all aged customer hold account in SCB Bangladesh.

41

C7 )lease mention @our Residence %ocation

Please identify your lo ation

40

30

20

Per ent

10

0
ra ta ut i ng to ura ! m r a "n to d ol $ a n #u ni r u i r! m et % il # 2 # % an % ls 1 gu an % ls gu an i % ls nd gu mo t an en d% nm to an ara % rid &a ni na &a a dd n &a ao g ar ag

Please identify your lo ation

"nal sis: & basicall did m surve in +ttara# ,ulshan# and Banani branch so most of the people are from these areas but in +ttara & found some people coming from Tongi as there is no branch in ,a!ipur and SCB has a corporate client Sanofiaventis in tongi so emplo ees of sanofiaventis came to uttara and found some customer from 3hilkhet and -ikunja. &n banana and ,ulshan & found man flowing customer from different place of .haka cit like "gargaon# .hanmondi and old town. But highest cluster is found on the basic three areas.

42

>7 )lease mention our monthl /amil income range.

Please mention your mont%ly family in ome

(ess t%an ta#a 15000 3.3% '#25001-'#35000 9.2%

More t%an '# 45000 50.0%

'#35001-'#45000 37.5%

"nal sis : 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<: ;:O we found have monthl famil income more than >;::: and C?.;O have income in between C;::1$>;:::. 2ighest numbers of people are fall in between this.

43

;7 )lease mention @our *ducational Background.

Please mention your edu ational &a #ground
P%d 6.7% Masters 20.)% *+, 3.3%

*onors 69.2%

"nal sis: &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.<O. Second is

44

<:.=O are master degree holder and 9.FO are )h. degree holder. So we can end up that all most =;O of SCB account holders are educated because most of the case the need to fill up form in *nglish.

97 )lease mention our profession

45

Please mention your Profession

-t%ers 24.2%

Pri0ate +er0i e %old 26.7%

+tudent 3.3% .etired /o0t. offi e 3.3% /o0t. ser0i e *older 13.3% Professional 1).3% 1usinessman 10.)%

"nal sis: 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# law er# Consultant etc which contains 1=.CO. 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 1C.CO are govt. service holder but most of them are senior official. %ast we found same percentage on student and retired govt. official which is C.CO.

46

?7 )lease put a tick mark on the service name that ou avail most from Standard Chartered bank.

ser0i e name t%at a0ail most from +,1

-!en dif f erent +a0in 9.2% +an %aya!atra !ur %a 13.3% +tatement 2 ,ertif i 20.)%

1alan e ,%e # 11.7%

+an %aya!atra 45.0%

ou!on

"nal sis: .uring m internship in +ttara branch and from the surve & found most of the customers come to branch for avail the sancha apatra 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

=7 "re ou happ with the charges that Standard chartered bank take for statement from branchR

%a!!y "it% t%e

%arges t%at +,1

ta#e for statement3

5 es .)%

4o 99.2%

48

"nal sis: 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 <=?.; for 9 months not it is ;?; for the same tenure and 11;: for 1 ear. 5hich makes man customers anno ed thatHs wh & found among 1<: people FF.<O are unhapp with this recent charge.

F7 2ow much do ou think Standard Chartered Bank should charge for statement from branchR

49

6mount +,1 s%ould %arge for satement

45070at 9.2% 15070at 14.2%

35070at 41.7%

25070at 35.0%

"nal sis: 2ere & want the customers suggestion regarding how much SCB should charge for the statement ' certificate >1.?O sa the can increase but the amount shouldnHt be C;:Svat# C;O said same as before. So their suggestion is SCB can increase the charges but not doubled. 5here as 1>O said SCB should reduce the charge to 1;:Svat and FO said the can charge at best >;:Svat but not the double.

50

1:7 "re ou glad to take .ebit card as a replacement of "T( card b pa ing moreR

ta#e 8e&it ,ard as a re!la ement of 6'M ard &y !aying more3
5es 24.2%

4o 75.)%

"nal sis: 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 ?9O said the are not happ to take .ebit card b pa ing more and <>O said the are happ .

51

117 2ow much do ou think Standard chartered bank should charge earl for debit card to retain the satisfactionR
*o" mu % do you t%in# +,1 s%ould %arge yearly for de&it
545 1.1% 445 3.3% 250 23.1%

ard

345 72.5%

"nal sis: 2ere & ask them how much SCB should charge for the debit card ?CO said the should charge same as "T( card and <CO said below the "T( card charge.

52

1<7 .o ou think Standard chartered banks re0uired document for an kind of service to the client creates dissatisfaction level among customerR
+,1s re9uired do ument for any #ind of ser0i es reates dissatisfa tion
+trongly 8isagree 7.5% 8isagree 5.)% neutral 13.3% +trongle agree 29.2%

6gree 44.2%

53

"nal sis: -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 >>.<O said the agree that it increase the dissatisfaction level and <F.<O said strongl agree with this statement.

<7 %oan Closing Charge

54

+,1s (oan losing %arge

;< ellent 3.3% :ery !oor 14.2% /ood 7.5%

-# 19.2%

Poor 55.)%

55

C7 "ccount Closing Charge

+,1s 6

ount

losing

%arge
;< ellent

:ery !oor 25.)%

5.)% /ood 2.5% -# 13.3%

Poor 52.5%

>7 %oan )rocessing Charge

56

+,1s loan !ro essing

%arge
;< ellent 1.7% /ood 5.)% -# 20.0%

:ery !oor 4).3%

Poor 24.2%

;7 "ccount Opening amount 6< %ac for Savings# ;: thousand /or Current7
+,1s 6 ount o!ening amount
;< ellent 5.)% /ood 1.7% -# 6.7%

Poor :ery !oor 59.2% 26.7%

57

97 Statement re0uest
+,1+ all enter !erforman e

statement re9uest
:ery !oor 16.7% /ood 1).3%

Poor 24.2% -# 40.)%

?7Balance Check
+,1+ all enter !erforman e %e #
;< ellent :ery !oor 26.7% 11.7% /ood 14.2%

&alan e

-# Poor 25.)% 21.7%

58

=7.ifferent Charges of different )roducts

+,1+ all enter !erforman e %arges
;< ellent 7.5% /ood 7.5% -# 3.3% Poor :ery !oor 60.)% 20.)%

info a&out different

"nal sis: Standard Chartered bank is the first bank in Bangladesh who start the call center option in Bangladesh. -ow the are start creating their call center activated. /or this reason the tr to make the customer call center oriented instead of branch oriented. SCB make man things free for customer if the collect through call center. But man problems associated with call center performance. The main problem which is the basic criteria of the call center is availabilit of phone line. The phone line is ver much poor# sometimes branch emplo ee can not connect the phone line when branch people suggest them about then the directl ask can ou please connect the no. and branch gu s fail to connect. But over all whenever customers make complain or want something from

59

call center the

will get that ver

soon. ThatHs wh

customers are

anno ed with availabilit of phone line not with services. F7 2ow do ou value Standard Chartered Banks performance in terms of the following features ' servicesR 6)lease choose among 1 to ;# as 1Q*8cellent# <Q,ood# CQOk# >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
+,1s !erforman e interms of ser0i e deli0ery time
;< ellent 7.5% /ood 7.5% -# 3.3% Poor :ery !oor 60.)% 20.)%

"nal sis: &n branch mostl service given b Customer Service officer means 6Cash7 and )ersonal /inancial Consultant 6)/C7 but the service deliver time is ver poor. &n cash for giving service to particular one customer one CSO take ; minutes just to receive and giving the mone

60

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 91O of the people said ver poor and <1O said poor means =<O said poor.

<7 Behavior of the bank staff

+,1s !erforman e interms of 1e%a0ior of &an# staff

:ery !oor 32.5% ;< ellent 3.3% /ood 13.3% -# 9.2%

Poor 41.7%

61

"nal sis: Standard Chartered bank is the largest multinational bank in Bangladesh and all their emplo ees are as well emplo ee 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 ><O of the 1<: people said behavior is poor and C<.;O said ver poor.

C7&nterest rates of the products and services

62

+,1s !erforman e interms of !rodu ts interest rate

:ery !oor 45.0% ;< ellent 10.0% /ood 5.)% -# 5.0%

Poor 34.2%

"nal sis: Standard chartered banks product has the lowest interest rates in the market and the donHt care the donHt even have an plan to increase the rates. ThatHs wh >;O surve people said interest rates are ver poor and C>O said poor. "nd this is the onl reason wh post of the people uses their deposit in ,ovt. Sancha apatra which has highest interest rates.

63

>7Re0uired documents for different service 6 *8ample: )assport or )hoto &dentit for all service7

+,1s !erforman e interms of re9uired do uments

:ery !oor 3.3% Poor 6.7% ;< ellent 13.3% /ood 5.0%

-# 71.7%

"nal sis: /or securit

purpose and for Bangladesh Banks

re0uirement SCB want man documents for different services. But people said its not bad because these da s ever one is fear about terrorism. ThatHs wh ?<O said re0uires docs is ok.

64

;7"T( booth Service

+,1s !erforman e interms of 6'M &oot% ser0i e

;< ellent 7.5% /ood 13.3%

-# 7.5% :ery !oor 53.3% Poor 1).3%

"nal sis : SCB first introduce "T( booth service in Bangladesh now the have C; "T( booth but problem is all of them are

65

becomes old and there are no particular department for "T( branch people needs to repair them thatHs wh service 0ualit degraded da b da . Onl for this degraded services ;CO said services are ver poor and 1=.CO said poor. But within 9 months this scenario will change as SCB is going to start new "T( booth department who are going to take care all of them and a special services will become standb so that an time the can solve the problem.

97 &mage of the brand name

66

+,1s !erforman e interms of 1rand 4ame

70 60 50 40 30 20 10 0 ;< ellent /ood -# Poor :ery !oor

Per ent

*o" do you 0alue standard

%arterd &an#s !erforman e interms of =mage

"nal sis: "s a multinational bank SCB has highest number of <> branches and C; "T( booths and the are onl bank in Bangladesh who are connected online for all these branches and "T(. ThatHs wh there is no 0uestion about the brand name. ThatHs wh most of the people said the brand name is e8cellent and good. Correlation: Cross Tabulation 1: Standard chartered banks call center performance for che0ue book re0uest Standard chartered banks performance in terms of service deliver time

67

2: : There is no association. 2a : There is association.

Chi$S0uare Tests "s mp. 4alue )earson S0uare %ikelihood Ratio %inear$b $%inear "ssociation - of 4alid Cases Chi$ <?.??C: ; <?.CCF> F.F:91C = 1<: 1 :.::19>? 19 19 :.:CC9; :.:C?=91 df 6<$sided7 Sig.

2ere we see that Chi$s0uare calculated Q <?.??C:; &n F;O interval and 19degrees of freedom Chi$s0uare critical Q C:.1F; So# Chi$s0uare calculated T Chi$s0uare critical So# 2 pothesis is accepted.

68

"nal sis: (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 < Standard chartered banks call center performance for statement re0uest Standard chartered banks performance in terms of service deliver time 2: : There is no association. 2a : There is association. 2ow do ou evaluate standard chartered banks call center performance for

statement re0uest P 2ow do ou value standard chartered banks performance in terms of service deliver time Cross tabulation 2ow do ou value standard Total 4er *8cellent ,ood Ok )oor poor

chartered banks performance in terms of service deliver time

69

2ow

do

ou

evaluate

standard chartered banks call center performance for statement re0uest *8cellent ,ood Ok )oor 4er poor Total Cross Tabulation C Standard chartered banks performance in terms of "T( booth service Standard chartered banks performance in terms of service deliver time 2: : There is no association. 2a : There is association. 2ow do ou value standard chartered banks performance in terms of service deliver time P 2ow do ou value standard chartered banks performance in terms of "T(
70

1 9 C 9 1 1 >

1 > = = 1= C< 19

< C> >= <;

> F F > <;

? ?C

11 1<:

booth service Cross tabulation Count 2ow do ou value standard Total 4er *8cellent ,ood Ok )oor poor 2ow do ou value standard chartered service deliver time banks *8cellent ,ood Ok )oor > ; > C < < 1 1 < 1 ? 1; F F > <; performance in terms of

chartered banks performance in terms of "T( booth service

/indings and Recommendations:

Consumer banking is number one profitable sector in Bangladesh. 5hile it has solid revenue potential it involves close cooperation and coordination among several departments within the bank and liaison with a large number of entities.

71

The following aspect should be taken under consideration to increase the customer satisfaction which ultimatel help SCB to be profitable: /irst things that Standard Chartered bank should do are maintaining the standard during recruiting the emplo ees. "n emplo ee bears the brand name so if emplo ees make some thing wrong that will ultimatel affect Standard Chartered bank. "nd consumer banking directl deals with customer and the face the major problem of loosing customer if emplo ees make something wrong. Second thing is Standard Chartered bank should create a new division whose major responsibilit will be looking after the "T( booths. These da s people are interested to make their banking transaction through "T( but due to some technical problem most of the time the face problem in "T(. So new division can solve this problem b solving the technical problem right on time and make servicing of machine regularl . /rom m surve most of the client or customer these da s needs to come to the bank for Sancha apatra coupon encashment. 2ere for better customer service Standard Chartered bank should introduce new software where customer can drop their Sancha apatra and all the coupon will be en cashed automaticall after maturit . This will increase the brands power on the mind of the customer. )revailing legal procedures is ver length and complicated. &t takes longer period to settle an kind of dispute. On the other

72

hand# encashment of securit

after maturit

is a long drawn

process# i.e. generall takes ; U 9 da s. So# SCB should be more careful in the case of opening and closing different securities. So that after maturit customer gets them ver 0uickl and timel .

Conclusion:
&n retrospect of the marvelous growth of consumer banking revenue over the last <: ears and contemplating the intensit of competition et to come# it is crucial for SCB to rethink its strategies and marketing plan to sustain the growth consumer banking revenue. Correspondent banking service providers domiciled in Bangladesh are e8pected to be fighting for a bigger pie# as the growth prospect of the countr Hs correspondent banking business is limited. One of the wa s to achieve that objective is to ma8imi!e consumer banking revenue generated from local clients and introduces more local products. "t the same time Standard chartered bank must have to consider the consumer mind setup. "s a multinational bank customer want more benefit from them then other C rd generation bank. So instead of making profit onl the should care about the customer as well. The can start man new savings product like millionaire scheme. But here problem is that all these scheme is ver costl . So the should introduce something for the middle class# but still SCB continuousl working with upper class and upper middle class. 5hen these t pes of facilit is come on front then and onl then

Standard Chartered Bank can compete with other banks like 2SBC#

73

)rime Bank# .utch Bangla Bank. Customer is the heart of the bank and if SCB can make them satisfied and make them return to the bank with their deposit it will become the largest profitable bank in Bangladesh within a short period of time.

74