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Customer Satisfaction of Standard Chartered Bank Compared to Other Banks

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Customer Satisfaction of Standard Chartered Bank Compared to Other Banks Internship Report On Customer Satisfaction of Standard Chartered Bank Compared to other Banks Prepared for Showvonick Datta Lecturer BRAC Business School BRAC University Prepared By Shams Jarin ID : 12104207 BRAC Business School BRAC University Submission Date: 07-09-2016 LETTER OF TRANSMITTAL th 7 September, 2016 Showvonick Datta Lecturer BRAC Business School BRAC University Sub: Submission of Internship Report. Dear Sir, I am here by submitting my Internship Report entitled “Customer Satisfaction of Standard Chartered Bank compaired to other banks” which is a requirement for the completion of my BBA Program. I have found this part of the program very insightful, practical and helpful as it requires first hand job experience. This report is based on my practical experience in the Standard Chartered Bank (Saadiq Branch) regarding retaining the existing customer. This Internship program and preparation of report has opened a new door of opportunity for me to gather knowledge about banking industry and will help me climb the ladder of my career in any sector. I would like to thank you for your guidance and cooperation without which this internship report won’t have been completed. It would be very helpful for me if you could provide me further suggestions and enhanced clarification for future prospects upon reviewing my report. Moreover, if you have any further enquiry concerning this report I would be very pleased to clarify that. Sincerely, Shams Jarin ID:12104207 Page | 3 ACKNOWLEDGEMENT First and foremost I would like to convey my sincere appreciation to the Almighty Allah for giving me the strength and ability to finish the task. I want to thank my academic supervisor Showvoick Datta, Lecturer of BRAC Business School, BRAC University, for providing me all the necessary helps for completion of this report. I want to offer my deepest regards to sir for guiding me as an advisor to start and complete this report successfully. My experience as a “Business Development Officer” at Standard Chartered Bank has provided me with great chance for learning and professional development. I consider myself as a very lucky individual for getting the opportunity to be a part of it. I am also grateful for having a chance to meet so many wonderful people and professionals who led me through this internship period. I would like to thank my line manager Sharmin Billah, Business Development Manager and a true leader of Employee Banking department of Standard Chartered Bank, our Additional director of Employee Banking sector Jubaidul Haque Reem, and last but not least, our director of Employee Banking sector Mr. Shabbir Ahmed. I would like to express my deep sense of thankfulness to all my colleagues as “Business Development Officer” namely Mirza Morshed, Selimuzzaman and Taposh Mojumder, for their enormous help and endless support till this day. I would also like to thank Mr. Kazi Omar Sharif, Senior manager of Accounts Maintenance, Card operations Department for guiding me. And last but not the least; thanks to all the personnel working at Standard Chartered Bank, Saadiq Branch Page | 4 Contents Executive Summary ....................................................................................................................................... 7 1.0 -Introduction ........................................................................................................................................... 8 1.1 - Origin of the report ........................................................................................................................... 9 1.2 - Purpose of the study ......................................................................................................................... 9 1.3 - Objectives ....................................................................................................................................... 10 1.4 - Methodology of Data Collection ..................................................................................................... 10 Primary Sources .................................................................................................................................. 10 Secondary Sources: ............................................................................................................................. 11 1.5 - Limitations of the study .................................................................................................................. 11 2.0 – Organizational Overview of Standard Chartered Bank ...................................................................... 12 2. 1 - Overview of Standard Chartered Bank (SCB) ................................................................................. 13 2.2 - Background of Standard Chartered Bank ....................................................................................... 13 The Standard Bank .............................................................................................................................. 13 The Chartered Bank ............................................................................................................................ 11 2.3 - Emergence of Standard Chartered Bank in Bangladesh ................................................................. 11 2.4 - Standard Chartered Bank’s Governing Body ................................................................................... 12 2.5 - Standard Chartered Bank’s Organizational Structures ................................................................... 14 2.6 - Operations and business of Standard Chartered Bank ................................................................... 15 SCB Bangladesh has two main functional areas which are:................................................................ 15 SCB Bangladesh can be divided into the following business areas: ................................................... 15 The support division of the bank contains following departments: ................................................... 15 2.7 - Mission and Vision of Standard Chartered Bank............................................................................. 18 Mission of Standard Chartered Bank .................................................................................................. 18 Vision of Standard Chartered Bank ..................................................................................................... 18 2.8 - Goals and Values of Standard Chartered Bank ............................................................................... 19 Goals of Standard Chartered Bank ...................................................................................................... 19 Values of Standard Chartered Bank .................................................................................................... 19 3.0 - Project ................................................................................................................................................. 20 3.1 – Introduction of the project ............................................................................................................ 21 3.2 – Job Responsibilities ........................................................................................................................ 21 3.3 – Problem Statement ........................................................................................................................ 22 Page | 5 3.4 – Purpose of the Project ................................................................................................................... 23 3.5 – Timeline .......................................................................................................................................... 23 3.6 – Limitation ....................................................................................................................................... 24 3.7 – Methodology .................................................................................................................................. 24 3.8 Findings ............................................................................................................................................. 26 Comparison of customer service quality among Banks: ..................................................................... 27 3.9 – Recommendation ........................................................................................................................... 31 Ensure availability of Machineries:Every department should ensure the availability and proper maintenance of necessary machines like photocopy and printing machines. (Naorin, 2016)................. 32 3.10 - Strategies of Standard Chartered Bank ......................................................................................... 33 3.11 - Standard Chartered Bank Internal Analysis .................................................................................. 34 SWOT Analysis ..................................................................................................................................... 34 3.12 - Standard Chartered Bank External Analysis .................................................................................. 39 Industry Analysis ................................................................................................................................. 39 Porter’s 5 Forces Model .....................................................................................................................
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