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 opportunity associated with such activities. Consumer banking opportunity is analyzed through considering a number of factors involved in it. at the highest possible level.

All financial

institutions have their individual way of measuring and managing opportunity to keep it

Objective:
ne is to briefly look at

The objective of this report is to focus on two broad issues.

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 #nformation 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: &rimary data was collected form the computer database of SCB.' users of software (BBS.) *elationship managers and respective unit heads are interviewed who are using this database to analyze the financial strength of the customers. Secondary source: The secondary data has been collected from the different publication and brochures of Standard Chartered Bank. To clarify about different product #nternet! different articles published in the journals $ magazines are used. Sample Information: Sample is collected randomly among daily customers from the +irpur! and ,hanmondi branch of Standard Chartered Bank. ata !ollection Method: -or the organization part information has been collected through different published articles! journal! and brochures. -ormal .uestionnaire for data collection is used for better understand of customers current satisfaction level after the charges increased by bank. Basic company #nformation is collected through informal discussions with *elationship managers $ respective /nit heads of SCB.

ata analysis: #n the organization part information is provided in a descriptive manner. #n the project part data analysis has been done into two parts. ne is the data presentation. The second part is analysis. Statistical analysis of the .uantitative data has been done. Based on the survey result # use S&SS software to get the statistical analysis. There # use T "test and cross tabulation method to find out the customer satisfaction level on different issues.

PAR" #: Organi$ation part

S"A% AR

!&AR"'R'

(A%):

A%

O*'R*I'+:

Standard Chartered Bank 'SCB) &2C is an international bank group that is incorporated in the /3 with its 4ead.uarters at % Alderman buries S.uare! 2ondon. The group operations are mainly concentrated in Asia! Africa and the +iddle (ast and its operation is segmented under si5 regions6 2T3! (urope! +iddle (ast! South Asia! South (ast Asia and the /SA. 7lobally! the SCB group owns an array of key resources that include6 A network of 899 offices in more than :9 countries A staff of about 0;999 people managing assets worth <=.8: billion At the global level! SCB operates with some key strategies that are .uite uni.ue to other banks such as6 To build and grow strong businesses in +iddle (ast! South Asia and -ar (ast Asia6 Capitalize on the good track record created by its more than %:9 years of operations in these regions by building uni.ue position and image among the target customer segment and being responsive the needs and serve the needs better than the competitors.

<

 &IS"OR, O- S"A% AR (RI'-:

!&AR"'R'

(A%) I%

SCB has a history of more than %:9 years. The name >Standard? stems from the two original banks from which it was founded">Chartered Bank? of #ndia! Australia and China and >Standard Bank? of British South Africa. Chartered bank was established in %;:1 by a *oyal Charter granted by @ueen Aictoria of (ngland. The main person behind the Chartered Bank was a Scot! Bames Cilson who had also started >The (conomist? still one of the most eminent publications today. 4e foresaw the advantages of financing the growing trade links with the areas in the (ast! where no other financial institution was present that time widely.

(5pansion in Africa and Asia6

The Standard Bank opened for business in &ort (lizabeth! South Africa! in %;81. #t pursued a policy of e5pansion and soon amalgamated with several other banks including the Commercial Bank of &ort (lizabeth! 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 3imberly in %;8= and later e5tended its network further north to the new town of Bohannesburg when gold was discovered there in %;;:. ver time! half the output of the second largest goldfield in the world passed through the Standard Bank on its way to 2ondon.

The #mpact of Car6

(ven the -irst Corld Car offered opportunities for e5pansion when the Standard Bank set up a branch in Tanzania shortly after British troops occupied the formerly 7erman administered ,ares Salaam in September %D%8. Both banks survived the inter"war years but the world trade slump led to the closure of operations in the Canary #slands! 2iberia! the Eetherlands! and (.uatorial 7uinea. ,isaster struck the Chartered BankFs office in Gokohama! Bapan! when it was destroyed by an earth.uake in %D01 killing a number of staff. The Chartered Bank was particularly affected by the Second Corld Car when numerous Asian countries were occupied by Bapan. The &ost Car Gears6

After the Second Corld Car many countries in Asia and Africa gained their independence. This led to local incorporation in some countries! particularly in Africa. ther operations such as those in #ra.! Angola! +yanmar and 2ibya were nationalized! while in #ndonesia the Bakarta office was destroyed in an attempted coup dFetat. #n %D<; the Chartered Bank opened in Bangladesh and during %D:= it ac.uired the (astern Bank. The (astern Bank gave the Chartered Bank a network of branches including Aden! Bahrain! Beirut! Cyprus! 2ebanon! @atar and the /nited Arab (mirates. The Chartered Bank also entered into a joint venture to form the #rano"British Bank which opened for business in %D:D. The bank grew rapidly and had 0< branches when it was nationalized in %D;%. s radically changed and strengthened.

Standard Chartered in the %DD9s6

(ven within this period of apparent retrenchment Standard Chartered e5panded its network! re"opening in Aietnam in %DD9! Cambodia and #ran in %DD0! Tanzania in %DD1 and +yanmar in %DD:. Cith the opening of branches in +acau and Taiwan in %D;1 and %D;: plus a representative office in 2aos '%DD8)! Standard Chartered now has an office in every country in the Asia &acific *egion with the e5ception of Eorth 3orea. #n %DD; Standard Chartered concluded the purchase of a controlling interest in Banco (5terior de 2os Andes '(5tebandes)! an Andean *egion bank involved primarily in trade finance.

"he Ac.uisition of A%/ 0rindlays by Standard !hartered:

The main idea behind ac.uisition and merger is making an investment and usually involves more than mere cash. Chen two separate legal entities merge every organization aspect of both companies are e5pected to change be it internal or e5ternal. Such management decision is taken for a variety of reasons but the ultimate aim is to add up to shareholderFs wealth. -or banks operating in the consumer and wholesale banking sector! earning depends largely on the interest margin as well as the service charges.

"hina(15) 0aca %(1) ,erse)(1) Baha mas(1) United Sta tes of America (4) United (in'dom(*+) Ira n(1) Ba hrain(5) -atar(1) UA.(+) /man(1) 4akista n(+) India( *) 5e3al(1) Ban'ladesh(5) 1on' (on' (*!) 2ai$an( ) So%th (orea (1) ,a3an(1) 4hili33ines(4)

0e7ico( )

Laos (1) 6ietnam( ) "a mbodia(1) 6enez%ela(4) (en)a (#1) Sierra Leone(1) "olombia(1#) 4er% (+) Bra zil(1) Ar'entina (1) Ga mbia (5) Gha na( !) "ameroon(#) Bots$ana (15) &a mbia (14) So%th Africa (1) &imbab$e(44) U'anda(1) 2a nza nia(#) Indonesia (5) Br%nei(15) Sin'a3ore( ) 0a la)sia (#5) 2ha iland( ) Falkland Isla nds(1) 0)anmar(1) Sri La nka(#) A%stralia (1)

() 5%mber of /ffices

18

Standard Chartered Bank in Bangladesh:

The Chartered Bank started operating in the (ast &akistan in %D<;! opening a branch in Chittagong. The branch was opened mainly to facilitate the post"war reestablishment and e5pansion of South and Southeast Asia. The Chartered Bank opened another branch in =

,haka in %D88! where it is still head.uartered. After the merger of the Chartered Bank with the Standard Bank in %D8D! the Standard Chartered Bank took up a program of e5pansion. #t increasingly invested in peopleH technology and premises as its business grew in relation to the countryFs economy. #n %DD1! there was an organizational re" structuring! which led to a substantial e5pansion of the BankFs business. Today the bank has in total four main branches in ,haka apart from the Chittagong branch! including an offshore branch at the Savar (5port &rocessing Ione. 2he /r'anization Str%ct%re8 The Standard Chartered Bank in Bangladesh has its head.uarters and twenty one branches across the country including its sub" branches and Booths. Chile the full range of services is available at the head.uarters! other branches offer specific services appropriate for the location. divisions6 At the head.uarters! the bank mainly consists of two

#1 (usiness 21 Support

"he business division has the follo3ing departments: Corporate Banking 7roup 'CB7) 7lobal +arkets '7+) #nstitutional Banking 7roup '#B7) Consumer Banking 'CB)

 Custodial Services 'C/S) The Support division provides assistance to the above business activities and consists following departments6 perations

-inance! Administration and *isk +anagement #nformation Technology Center 4uman *esource ,epartment 2egal and Compliance (5ternal Affairs Credit All the staff members of Standard Chartered Bank belong to an internal trade union known as JStandard Chartered Bank (mployees /nionJ the clauses of which are reviewed and agreed upon every two years. "hain of "ommand8 Chartered Bank in Bangladesh follows a hierarchical pattern of command. The Chief (5ecutive fficer 'C( )! ,avid +. -letcher reports to the *egional 7eneral +anager! +(SA in ,ubai. All the department heads at the head.uarters report to the C( . #n Chittagong! however! since there are two major business activities! a manager or senior manager! who reports directly to the head of the respective division in ,haka! heads each. The Custodial Service division at the head.uarters reports to the 4ead of Corporate Banking. "hief .7ec%ti9e /fficer:s /ffice8 Standard Chartered as well as Standard Chartered Bank in Bangladesh is headed by the Chief (5ecutive fficer! who reports to the office of the *egional 7eneral +anager! is +iddle (ast and South Asia '+(SA). Chile performing staff functions! the C( assisted by different heads whose functions are mentioned in the following section.

 4ead of -inance and Administration! who looks after the general ledger! budget! financial scenario of the bank! risk management administration and audit operation. 4ead of Cards who supervises credit card operation. 4ead of Consumer Banking! who supervises retail"banking operation like sales and services! retail lending! product development and product marketing. 4ead of Corporate deals with the relationship management! corporate finance etc. 4ead of 4uman *esources looks after succession planning! training and industrial matters. 4ead of 2ending +anagement assists the management division of Corporate! retail and Credit Cards in their lending operations. 4ead of 7lobal +arkets deals with the foreign e5change! money market and asset liability operation. 4ead of #nternational Services deals with the trade finance! guarantee and correspondent banking. 4ead of perations looks after the support services in banking lending! CBS /ser! Treasury! SC#-TKT(2(L operation etc. 4ead of Technology is directly accountable to him.

Management:

%9

The goal of Standard Chartered Bank is to be the JBankers of -irst Choice.J Towards that goal! the overall planning in the rganization is done at the head.uarters level in ,haka and consisting of the by a +anagement Committee '+AEC )! headed by the C( divisions the heads of 4uman *esource!

business heads of Corporate Banking! Consumer Banking! Treasury! and from the support perations and -inance ,epartments. They meet once a month! or when a special situation arises! to plan the strategic decisions. The decision making! although apparently based on a top"down approach! leaves room for participation down to the level of department heads! which are responsible for carrying out the planning of their department within the broad guidelines set by +AEC . Among the broad strategic objectives are: Creating a congenial work environment +odernization of the +anagement #nformation System to achieve full automation by drastically cutting down paper work in the long run. -ocusing on service .uality and consumer needs. *ecruiting and maintaining top"grade! efficient employees. To invest in those technological systems which will upgrade and enhance financial services! and Creating an e5cellent brand image of the Bank. Activities of Standard Chartered Bank

%%

"or3orate Bankin' Gro%3 Standard Chartered Bank offers its local customers a wide variety of financial services. All the accounts of corporate clients! which mainly comprise the top local and multinational companies operating in Bangladesh! are assigned a *elationship manager who maintains regular and close contact to cater to their needs. The wide variety of lending needs are catered to with skilled and responsive attention &roject finance and investment consultancy Syndicated loans Bonds and 7uarantees 2ocal and #nternational Treasury products The trade finance of Standard Chartered Bank takes care of the commercial activity related issues! particularly those related to import and e5port finance services. Some of the services are6 Trade finance facilities including counseling! confirming e5port 2KCs and issuing of import 2KCs! backed by its international branch and correspondent loan network Bond and 7uarantees &roject finance opportunities for import substitution and e5port oriented project Global Markets

%0

Instit%tional Bankin' Gro%38 The #B7 of Standard Chartered Bank offers a wide variety of products and services to the banks and financial institutions. #t has global links with leading banking institutions and agency arrangements through its network of offices in <9 countries. The Bank offers a full range of clearing! payment collection and import"e5port handling services. The bank offers foreign missions! voluntary organizations! consultants! airlines! shipping lines! and their personnel the following financial services6 Current accounts in both Taka and other major foreign currencies Convertible Taka accounts 'these funds are freely convertible to major international currencies) 2ocal and foreign currency remittances etc.

"ons%mer Bankin'
Superior retail banking services comprising a wide range of deposit and loan products are offered by the Standard Chartered Bank to its individual customers. The Consumer Banking division constantly faces challenges and meets them by developing new products and services to fulfill the specific re.uirements of local T/ Bank offers a 0<"hour service in Bangladesh through its +oneylink AT+ network and &hone"link &hone Banking services.

%1

Products and Services of the (an4:

Standard Chartered Bank has highly .ualified professional staff members who have the capability to manage and meet all the re.uirements of the bank. (very account is assigned to an Account +anager who personally takes care of it and is available for discussion and in.uiries! whether one writes! telephones or calls. The services of the Bank are personalized and backed by advanced computerization. The following paragraphs illustrate the essential products and services of the Bank6 "ash mana'ement8 Standard Chartered is highly recognized as a leading cash management supplier across the emerging markets. ur Cash +anagement Services cover local and cross border payments! collections! information management! account services and li.uidity management for both corporate and institutional customers. -eatures: +anage the availability of clientMs funds efficiently +onitor and control the movement of funds Settle payments to clientMs suppliers in a timely and cost"effective manner. Capture every investment opportunity to increase your income 2rade finance8 Standard Chartered possesses %<9 years of e5perience in Trade -inance. The bank has presence in over <9 countries! in addition to our e5tensive network of overseas banking partners and correspondents. The bank obtained #S D990 accreditation for its .uality service. ,edicated trade and payment systems are in place to make sure that your every transaction! even across different currencies! will be professionally e5ecuted. %<

"%stod) and clearin' ser9ices8

Standard Chartered Custody and Clearing ServicesF combination of local market e5pertise! with the security offered by being an integral part of one of the worldFs leading international banks has garnered an impressive client base which includes leading Eorth American! (uropean and Asian institutions. .lectronic bankin'8 Standard Chartered offers the client a comprehensive range of Cash +anagement services. Chether it is a financial institution! a multi"national corporation or a domestic company! (lectronic Banking application has the capability to support full range of Cash +anagement reporting and transaction initiation needs. #t provides the secure! reliable and effective link between the client and clientMs accounts anywhere across the Standard Chartered network. Lendin'8 Corking Capital 2oan to help the client meet their financial obligations and operate effectively! the bank offers assistance in the form of working capital loans! overdrafts! term loans 'including real estate loans and other secured debt)! backstops and revolvers. 0lobal mar4ets: According to the latest FActivities of Bank and -inancial #nstitutionsF published by the Banking ,ivision of the +inistry of -inance of Bangladesh! 7lobal +arkets! Bangladesh is! in terms of foreign e5change transactions! first amongst the multinational banks and < th amongst all the banks in Bangladesh.

%:

The Treasury division of the Standard Chartered Bank has a centralized dealing room in ,haka and consists of the following two areas6 Str%ct%red finance8 Standard Chartered provides Commodity! Structured Trade and (5port -inance global group 'JStructured -inanceJ) service. +any financial institutions have been retreating from these markets. Standard Chartered stands out as the only bank which is committed to financing Commodity and (5port Credit Agency supported trade flows. -eatures6 Access to long established e5pertise in Commodity -inance and willingness to accept the credit risks associated with approved counterparties. Access to structuring skills for emerging markets medium term financing and to country limit availability for many countries in Asia! #ndia! +iddle (ast! Africa and 2atin America. &resence on the ground in many emerging markets which facilitates transactions through local knowledge and the provision of local commercial banking infrastructure. Track record and capability for global arranging! underwriting and syndication in the whole area of Structured -inance. "3o types of lending facility are provided to client at present: 2oan Structure and Syndication6 this facility helps borrowers to meet substantial financing needs by enabling them to reach the banks most interested in lending to their particular industry! geographic location and structure through syndicated debt offerings. Forei'n .7chan'e8 The *euters monitors placed in the Treasury ,ivision give continuous updates on e5change rate movements as well as ready access to market information. The -oreign (5change service includes6 -oreign e5change contracts for the same day value! ne5t day value or spot transactions -orward Contracts6 -oreign e5change contracts to hedge e5change risks. Cross Currency Contracts6 The customers can trade a wide range of currencies.

%8

#nformation analysis6 The Treasury division publishes daily and weekly currency newsletters! which provide analyses of currency trends and related issues. Seminars and workshops are conducted for customers from time to time on foreign e5change related topics. Customers can also have access to the bankFs information database round the clock through &hone banking. 0one) 0arkets and In9estment8 Standard Chartered BankFs Treasury division is the local market leader in debt instruments including both short and long"term fund mismatches through the money market and takes front line position in inter"bank and market developments. The money market is managed through tools like inter"bank call money rate! government T"bills of various maturities and inter"bank SCA&S. #n future! new instruments like repo and reverse repo will be introduced which will add to the depth of the money market. (.uipments like telephone! voice recorder! money 0999! tele5! sealing system! time keeper! swipe doors! computers! fa5 internet are used to ease and fasten operations of the dealers to conduct deals.

%=

Institutional (an4ing 0roup 5I(06:

#t assists the local banks by taking care of their cross"border business through the worldwide Standard Chartered Bank network. -ollowing are the variety of financial products offered by this department6 6ostro Acco%nts8 #B7! Bangladesh maintains Aostro Accounts of banking and financial institutions worldwide. Customers maintaining such accounts can remit funds throughout the country through the Standard Chartered Bank branch network as well as through " Chartered BankFs local correspondent relationships. 5ostro Acco%nts8 #n order to increase and promote the correspondent banking business worldwide! #B7 operates Eostro accounts to Bangladeshi banks and financial institutions in almost all branches spanning the Standard Chartered Bank global network. 7roup branches and subsidiaries provide full clearing and payment services in the /3! /SA! 4ong 3ong! +alaysia! Singapore and many African countries. Corldwide payments services are facilitated by a network of branches supported by electronic cash management 'available in select locations)! fund transfer system and membership of SC#-T. 1andlin' of 2rade Finance B%siness8 #B7 offers the full range of services available under Trade -inance to its customers. The Standard Chartered Bank network in China! the -ar (ast! the +iddle (ast! the #ndian sub" continent! Africa! /3 and /SA makes SCB the natural choice of correspondents for advising! confirming! and negotiating their letters of credit in these territories.

%;

Retail (an4ing:
*etail Banking deals with the banking services to individuals. #t includes the following products and services of the bank6 "%rrent acco%nt8 Tailored to meet the needs of individual and commercial customers! SCBMs current account offers benefits like free che.ue book! AT+ service! &hone banking! account access from any branch! and instant fund"transfer 'free of charge) amongst our branches in the country. +inimum opening balance re.uired is Tk. :9!999! no interest is paid. *ecent changes6 A fee of B,T %%:9 is deducted after every %0 months as a relationship fee irrespective of balance Sa9in's acco%nt8 #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. Anyone looking for an opportunity to build a sound saving base can avail our Savings account! which includes the following benefits6 -ree che.ue"book! ,ebit card and phone"banking service Account access from all our branches in Bangladesh pportunity to apply for " safe deposit locker facility! utility payment service through AT+ and any of our personal finance products. Interests of deposited amount5conventional6 are as follo3s: eposited Amount 7nder ( " #8998999 (et3een ( " #8998999 and #98998999 Over ( " #999999 #nterest forfeiture rules 'introduced in August 0998) +inimum balance must be B,T %!99!999 every day CanMt withdraw more than %9N of ,eposit amount or B,T 0:999 whichever is less without = daysM notice. +a5imum 0 transactions allowed per week. %D Interest rate 9: 21;<: =:

Fi7ed de3osit8 #deal product for nesting surplus deposit for future long"term investment. SCBMs -i5ed deposit! known for its high"yield! helps the customer earn the ma5imum possible return in addition to the following features6 Can be opened for a term of 1 months! 8 months or %0 months Tiered interest rates! offering higher rates for larger amounts #nterest payable on maturity Automatically renewable 'with or without interest) Can be used as security against personalK commercial loans

Recent changes:
-rom +arch 0998! -i5ed ,eposits having tenures of two years! three years! four years! five years are being offered. 2enor B;2 0 Belo$ < Abo9e B;2 0 Abo9e B;2 1! 0 < U3 to B;2 1! 0 >@ 5? >@ 5? >@5? >@>5? >@5? *@ 5? *@5? *@5?

1 =ear =earAA # =earAA 4 =earAA

>? >? >@ 5? >@5?

5 =earAA >@>5? >@>5? 1!? OO *enewalK *oll" verK Eew bookings will re.uire prior approval from 4ead of Consumer Banking.

"all de3osit8 An easy way to turn short"term savings into high"yield assets! blending of the fle5ibility of a current account with the yield of a fi5ed deposit. ther features include6 #nterest rate is between 0 to 1N #nterest will accrue everyday.

09

 Eo withdrawal restriction irrespective of fre.uency or size subject to seven dayFs notification. +inimum balance re.uirements is B,T 0:9999 #nterest will be forfeited the day balance goes below B,T 0:9999

Besident Forei'n "%rrenc) ;e3osit (BF";)8 Specially designed foreign currency account for resident Bangladeshis. commitments and dues like credit card bills! traveling e5pense etc. +ain features6 +inimum balance re.uired P /S, %999 or e.uivalent. Eo interest to be accrued if the balance falls below the minimum amount. ffered in /S,! 7B& and Gen ffers wonderful

opportunity to build a deposit base in foreign currency. 4elps make payment for overseas

Competitive #nterest on deposit Can only be opened within 8 months of arrival from abroad ,eposit can be made in foreign currency only 'cash! TC or ,rafts) Cash withdrawal in local currency only -und *emittance 'in both 2cy and -cy) to any place in and out of the country 'without restriction) *ecent changes6 *-C, account is being offered in (uro from 099<. Forei'n c%rrenc) c%rrent acco%nt8 Applicable to Bangladeshis working abroad! it can be opened in /S,! 7B& and Gen without restriction on transaction fre.uency. Can be operated through nominees in absence of the accountholder. -und remains in foreign currency and is freely remittable. +ain features6

0%

 ,eposit can be made in foreign currency only 'cash! TC or ,rafts or transfer from other -CG account). Cash withdrawal from the account is in local currency only. -und *emittance 'in both 2CG and -CG) to any place in and out of the country 'without restriction). -und can be used to make investment in Cage (arnersM ,evelopment Bond. Non- resident foreign currency deposit: A short"term foreign currency deposit account suitable for Bangladeshis living abroad! offering most competitive interest rates available in both local and international markets. ther features include6 #nterest paid in -oreign currency Can be opened for a term of % month! 1 months! 8 months or %0 months #nterest rates are tiered 'based on amount and term) "ash line8 This product permits ready access to cash without disrupting interest"earnings on fi5ed investments. #t provides ready access to cash against .uasi"cash investment papers like Terms deposits '2cy K -cy) Savings Certificates! Cage (arnersF ,evelopment bonds! #CB units certificates etc.). ther features6 Both *evolving $ terminating options 4igh utilization 2imit 'based on security value) @uarterly payment of #nterest 'only on the outstanding amount)

00

5o

commitment 4rod%cts

fee

(on

%n%sed

limit) Interest Bates 1#?C1+? 1!?C1#?

"ash line(L/A5) "ash line( /9erdraft) 0one) b%ilder8

A uni.ue savings plan that helps customer builds up a sizeable savings base over a period of : years. ne can begin to save with a small amount! add affordable monthly installments for : years and get an amazing return on maturity. 4ersonal loan8 An easy and fast loan product that re.uires minimum documentation no cash security! no down payment and minimum processing time. Main features: Available for any personal reasons ranging from purchase of consumer durable educational e5penses to medical treatment. 1 different repayment"tenor options " %0! 0< or 18 e.ual monthly installments. Can be secured by salary assignment and employerFs undertaking or personal guarantee. Can be repaid in advance! anytime ahead of maturity date Products "ype A 5 'OS( ASSI0%' 6 "ype ( 5 Salary A?! 3ith S!(6 "ype ! 5 Salary A?! 3ith other ban46 "ype 5 Others6

Interest Rates #>: #@: 29: 291<:

S3ecial Interest Bate for cor3orate "lient8 Product "ype Interest Rates "ype A 5 'OS( ASSI0%' 6 #<: "ype ( 5 Salary A?! 3ith S!(6 #>:

01

4hone link8 &hone link in Bangladesh was inaugurated in +arch %DD=. #t helps to bring banking within the dialing distance of the customers! providing access to account information and details! 0< hours a day from the privacy and comfort of their homes! offices and cars. &hone link service is offered to all customers free of charge. The &hone link service includes6 Automated Services6 Account"related services -oreign currency related information Change of Telephone #dentification Eumber 'T#E) "hrough the Phone ban4ers one can avail the follo3ing services: (n.uiry on the product services Change of account address Eotification to the bank of lost or captured +oneylink AT+ Cards Stop Che.ue instruction &ay rder K ,emand ,raft preparation 'to be collected later by the customer)

Status en.uiry on remittance 0one)link8 Standard Chartered Bank launched +oneylink AT+ in %DD<! the first bank to offer this service in Bangladesh. +oneylink AT+ service is free of charge! offering the following features6 Cash Cithdrawal $ deposit Che.ue deposit Che.ue book re.uest

0<

Change of &#E &rinting of mini"statement &ayment of utility bills.

Safe de3osit locker8 Standard Chartered BankMs safe deposit locker service offered from ,hanmondi and Sylhet branch gives you a modern facility for safekeeping of precious items! confidential documents and other valuables. ther features6 &ersonalized service from a dedicated locker officer Available to any customers 'for an annual fee which depends on locker size) Accessibility anytime during the banking hours Eo additional charge for locker visit during locker hours.

4riorit) bankin'8
Standard Chartered Bank Bangladesh offers &riority Banking! a special service package for our valued customers. /nder this segment an e5clusive combination of services are offered to customers who signed up for it. Some of the benefits offered under the program are6 A &riority Card that recognizes clientMs &riority Status at all our local branches and also at our global &riority Centers 4igher withdrawal limit per day from all AT+s in ,haka! Chittagong $ Sylhet &rivileges associated with the &riority card in reputed hotels! restaurants and stores locally and globally. (5clusive &riority Centre in ,hanmondi $ Sylhet with reserved parking space. ,edicated Customer *elationship &ersonnel at the &riority Centres.

0:

And also commission free SCB Aisa travelersF che.ues against travel .uota! swifter transactions! pre"arranged banking services and invitation to special social and cultural events.

All one need to do is to meet the priority criteria 'set in terms of deposit value)! and sign up the relevant forms and the client will immediately be eligible for all the benefits

#n summary! some of the basic products and services offered by the &ersonal Banking division are6 Current Accounts! Currency verdraft on Current Accounts! -oreign

Term ,eposits! 2ocal Currency Cash Che.ues! Che.ue &urchase! ,rafts! Savings Accounts! Term ,eposits! Telegraphic Transfers! TravelerMs Che.ues! and &ersonal 2oans.

Account Statement !harges: The charge for holding statements is B,T %%:9 per annum per account! and for AdditionalK ,uplicate statement '&er cycle) is B,T :99 per statement. &hotocopy of statements is Taka %999. A"M !ard !harges: The annual fees for AT+ card are Taka 8D9 per card! and the charge in case of damaged or lost card is Taka 899 per card. And phone banking and internet banking and evening banking is absolutely free. !harges for !ash and "ravelers !he.ue -oreign !urrency: -or issuance of -CG cash! customers need to pay %N of the transaction plus Taka 099KQ per passport. And for issuance of Travelers che.ue %N of the transaction plus Taka 099KQ. The charge for encashment is absolutely free in case of travelers che.ue issued by SCB.And encashment for other bankMs issued T.C is 9.0:N of the transaction value or minimum B,T :99. SCB also provides encashment facility for non"customers! is 9.0:N of the transaction value or Taka %!999.

08

!harges for maintaining Student file: -or customers! opening student file for SAA*C countries! they charge B,T 1:99 per student! per annum plus Taka :99 per remittance. This is a centralized system. Eo matter where the customers conduct hisKher banking! for opening and maintaining student file! heKshe is bound to come to SCB 3akrail Branch! which is at %9D! 3akrail. That branch e5clusively deals with Student -ile. And! the charge for other countries is Taka :999 per student file plus Taka :99 per remittance. This opening of student file is not available for non"customers "3o separate divisions of S!( in (angladesh: &roduct ,ivision6 There are different divisions for targeting different type of customers. +ainly consist of two divisions! that is Consumer Banking ,ivision 'C B) and other is Corporate Banking ,ivision named Corporate and #nstitutional Banking 'C $ #). Consumer banking division meets the needs of individual customers with various products like Savings Account! (5tra Aalue Savings Account! Access Account! Call ,eposit! -CG ,eposit! E-C, -i5ed ,eposits! *-C, Account! &ersonal 2oans! Auto 2oans! -le5i loans! Cash 2ine! #nstallment loans! etc. This department also deals with other savings instruments like education savings scheme! rainy day scheme! marriage day scheme! millionaire scheme 'some printed brochures are enclosed in the Appendi5)

"he

Relationship

bet3een

Respective

!ustomers
rganization

to

ifferent

epartments of S!(
#ndividual

!ompanies (an4s and other -inancial Institutions

Consumer Banking

Corporate $ #nstitutional Banking

0=

"reasury

This focus allows the business to develop an in"depth understanding of the banks customerMs evolving re.uirements. This in turn enables SCB to develop the products and services that help them to stand out from the competition. Treasury provides support to the customers of both these business and develops customers 'both individual and organizational) of its own.

0;

Part 2 5Statistical data presentation and Analysis6

#6 Identify your 0ender:

Please identify your gender

"emale 33.3%

Male .!%

Analysis: 4ere from the survey # found that among %09 survey 11N are women and 8=N are men. So we can come to the conclusion that most the SCBS customers are male. And many case we found that private service holders wife maintain there account thatMs why the percentage move to 11N otherwise it can be less than 09N. +ost of these cases we found those males are opening a joint account so that there wife can maintain there account.

0D

0) Please identify your age range

Please identify your age range

% - ' #.$% %1-%% 1$.%% 31-3% $%.'% $%-3' !.%%

# -%' &.$%

#1-#% $1.!% 3 -#' $'.'%

Analysis: #n my survey .uestionnaire # gave = age segment and found 0:N customer among the %09 fall in between 1%"1: years then 00N fall in <%"<: age years old and 09N fall in between 18"<9 years age. So we can say that most of the SCBs customersM age range falls between 1%"<: years range. But yet there are many customer whose age range fall above the average because they maintaining the account before the #ndependence of Bangladesh. At the same time we found some new customers who are student after SCB start the graduate account. So we can say that all aged customer hold account in SCB Bangladesh.

1) Please mention ,our Residence Location 19

Please identify your location

#'

3'

$'

Percent

1'

'
ra ta ut i ng to ura p m ra (n to d ol )a n ku ni r u i rp m et * il k $ k* an * ls 1 gu an * ls gu an i * ls nd gu mo t an en d* nm o nt a c a *ar rid ba ni na ba a dd n ba ao g ar ag

Please identify your location

Analysis6 # basically did my survey in /ttara! 7ulshan! 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 7azipur and SCB has a corporate client Sanofiaventis in tongi so employees of sanofiaventis came to uttara and found some customer from 3hilkhet and Eikunja. #n banana and 7ulshan # found many flowing customer from different place of ,haka city like Agargaon! ,hanmondi and old town. But highest cluster is found on the basic three areas.

<) Please mention your monthly -amily income range1

1%

Please mention your mont*ly family income

,ess t*an taka 1%''' 3.3% +k$%''1-+k3%''' &.$%

More t*an +k #%''' %'.'%

+k3%''1-+k#%''' 3!.%%

Analysis 6 Standard Chartered bank is a place where customer or consumer re.uires a huge amount of money to start its initial operation with SCB. So it is not mentionable mostly high income holders have account in SCB. Among %09 :9N we found have monthly family income more than <:999 and 1=.:N have income in between 1:99%" <:999. 4ighest numbers of people are fall in between this.

:) Please mention ,our 'ducational (ac4ground1

10

Please mention your educational background

P*d .!% Masters $'.8% -./ 3.3%

-onors &.$%

Analysis6 #n my survey # found highest number of consumer educational back ground is 4onors and all of them e5cept some old women and some worker from Sanofiaventis are graduate means 8D.0N. Second is 09.;N are master degree holder and 8.DN are &h, degree holder. So we can end up that all most ;:N of SCB account holders are educated because most of the case they need to fill up form in (nglish.

8) Please mention your profession: 11

Please mention your Profession

0t*ers $#.$%

Pri2ate .er2ice *old $ .!%

.tudent 3.3% 1etired Go2t. office 3.3% Go2t. ser2ice -older 13.3% Professional 18.3% 3usinessman 1'.8%

Analysis: 4ere we can see that highest percentage is on private service holder because they are operating there salary account with SCB for better service and for definite benefit. Ee5t is professional under this category all engineer! doctor! lawyer! Consultant etc which contains %;.1N. Then ne5t government officer as we know a huge number of our population is doing govt. service but most of their money is black money thatMs why they donMt want to operate in SCB although we found %1.1N are govt. service holder but most of them are senior official. 2ast we found same percentage on student and retired govt. official which is 1.1N

1<

;6 Please put a tic4 mar4 on the service name that you avail most from Standard !hartered ban41

ser2ice name t*at a2ail most from ./3

0pen diff erent .a2in &.$% .anc*ayapatra purc*a 13.3% .tatement 4 /ertif ic $'.8%

3alance /*eck 11.!%

.anc*ayapatra coupon #%.'%

Analysis: ,uring my internship in /ttara branch and from the survey # found most of the customers come to branch for avail the sanchayapatra coupon encashment and purchase services and taking statement $ certificate for different embassy. And numbers of people come to know there balance although they can get it through AT+ booth and call center but still they wants to rely on branch. 2astly few people as well come to open different savings product.

1:

;) Are you happy 3ith the charges that Standard chartered ban4 ta4e for statement

*appy (it* t*e c*arges t*at ./3 take for statement5

6es .8%

No &&.$%

Analysis: Standard Chartered recently increase their charges for statement and certificate if customer wants to get them from branch. They increase it almost double where in the past it was 0;=.: for 8 months not it is :=: for the same tenure and %%:9 for % year. Chich makes many customers annoyed thatMs why # found among %09 people DD.0N are unhappy with this recent charge. D) &o3 much do you thin4 Standard !hartered (an4 should charge for statement from branchA Analysis: 4ere # want the customers suggestion regarding how much SCB should charge for the statement $ certificate <%.=N say they can increase but the amount shouldnMt be 1:9Rvat! 1:N said same as before. So their suggestion is SCB can increase the charges but not doubled. Chere as %<N said SCB should reduce the charge to %:9Rvat and DN said they can charge at best <:9Rvat but not the double. 18

%9) Are you glad to ta4e ebit card as a replacement of A"M card by paying moreA

take 7ebit /ard as a replacement of 8+M card by paying more5

6es $#.$%

No !%.8%

Analysis: Standard Chartered start distributed its debit card as they want to replace AT+ card with debit card. But problem is charge is more or less double at the same time SCB start charge customers before they start use the debit card and SCB send the debit card by post without taking permission from customer. 4ere =8N said they are not happy to take ,ebit card by paying more and 0<N said they are happy

1=

%%) &o3 much do you thin4 Standard chartered ban4 should charge yearly for debit card to retain the satisfactionA

-o( muc* do you t*ink ./3 s*ould c*arge yearly for debit card
%#% 1.1% ##% 3.3% $%' $3.1%

3#% !$.%%

Analysis6 4ere # ask them how much SCB should charge for the debit card =1N said they should charge same as AT+ card and 01N said below the AT+ card charge. %0) o you thin4 Standard chartered ban4s re.uired document for any 4ind of service to the client creates dissatisfaction level among customerA

1;

./3s re9uired document for any kind of ser2ices creates dissatisfaction

.trongly 7isagree !.%% 7isagree %.8% neutral 13.3% .trongle agree $&.$%

8gree ##.$%

Analysis: Eow if any customer wants to take any kind of services they need to present with different papers like passport for photo identification or authorization application with attested photo. But these docs increase dissatisfaction level among valued customer. ThatMs why <<.0N said they agree that it increase the dissatisfaction level and 0D.0N said strongly agree with this statement. %1) ifferent !harges of different Products:

./3. call center performance info about different c*arges

;<cellent !.%% Good !.%% 0k 3.3% Poor :ery poor '.8% $'.8%

1D

Analysis: Standard Chartered bank is the first bank in Bangladesh who start the call center option in Bangladesh. Eow they are start creating their call center activated. -or this reason they try to make the customer call center oriented instead of branch oriented. SCB make many things free for customer if they collect through call center. But many problems associated with call center performance. The main problem which is the basic criteria of the call center is availability of phone line. The phone line is very much poor! sometimes branch employee can not connect the phone line when branch people suggest them about then they directly ask can you please connect the no. and branch guys fail to connect. But over all whenever customers make complain or want something from call center they will get that very soon. ThatMs why customers are annoyed with availability of phone line not with services. %<) &o3 do you value Standard !hartered (an4s performance in terms of the follo3ing features B servicesA '&lease choose among % to :! as %Q(5cellent! 0Q7ood! 1Q k! <Q&oor and :QAery poor) &ere I as4 some basic .uestion from 3here I found some important information about S!(s basic performance1 "he .uestions are as follo3s:

%) Service delivery time

<9

./3s performance interms of ser2ice deli2ery time

;<cellent !.%% Good !.%% 0k 3.3% Poor :ery poor '.8% $'.8%

Analysis: #n branch mostly service given by Customer Service officer means 'Cash) and &ersonal -inancial Consultant '&-C) but the service delivery time is very poor. #n cash for giving service to particular one customer one CS take : minutes just to receive and giving the money and abut &-C they basically harass the customer by asking many .uestion even from the account holder they ask many .uestion if sign mismatch occur. So thatMs why service delivery time comes poor and 8%N of the people said very poor and 0%N said poor means ;0N said poor.

0) (ehavior of the ban4 staff

<%

./3s performance interms of 3e*a2ior of bank staff

:ery poor 3$.%% ;<cellent 3.3% Good 13.3% 0k &.$%

Poor #1.!%

Analysis: Standard Chartered bank is the largest multinational bank in Bangladesh and all their employees are as well employee of SCB 2ondon so customers e5pectation is very high but most of time # found SCB put the sales officer who are just B com pass as CS and this creates problem because they donMt know curtsey and bank never arrange and behavior change training for them. ThatMs why <0N of the %09 people said behavior is poor and 10.:N said very poor.

1)Interest rates of the products and services

<0

./3s performance interms of products interest rate

:ery poor #%.'% ;<cellent 1'.'% Good %.8% 0k %.'%

Poor 3#.$%

Analysis: Standard chartered banks product has the lowest interest rates in the market and they donMt care they donMt even have any plan to increase the rates. ThatMs why <:N survey people said interest rates are very poor and 1<N said poor. And this is the only reason why post of the people uses their deposit in 7ovt. Sanchayapatra which has highest interest rates.

<1

<)Re.uired documents for different service 5 'Cample: Passport or Photo Identity for all service6

./3s performance interms of re9uired documents

:ery poor 3.3% Poor .!% ;<cellent 13.3% Good %.'%

0k !1.!%

Analysis: -or security purpose and for Bangladesh Banks re.uirement SCB want many documents for different services. But people said its not bad because these days every one is fear about terrorism. ThatMs why =0N said re.uires docs is ok. :)A"M booth Service
./3s performance interms of 8+M boot* ser2ice
;<cellent !.%% Good 13.3%

0k !.%% :ery poor %3.3% Poor 18.3%

<<

Analysis : SCB first introduce AT+ booth service in Bangladesh now they have 1: AT+ booth but problem is all of them are becomes old and there are no particular department for AT+ branch people needs to repair them thatMs why service .uality degraded day by day. nly for this degraded services :1N said services are very poor and %;.1N said poor. But within 8 months this scenario will change as SCB is going to start new AT+ booth department who are going to take care all of them and a special services will become standby so that anytime they can solve the problem. 8) Image of the brand name
./3s performance interms of 3rand Name
!' ' %' #' 3' $' 1' ' ;<cellent Good 0k Poor :ery poor

Percent

-o( do you 2alue standard c*arterd banks performance interms of =mage of

Analysis: As a multinational bank SCB has highest number of 0< branches and 1: AT+ booths and they are only bank in Bangladesh who are connected online for all these branches and AT+. ThatMs why there is no .uestion about the brand name. ThatMs why most of the people said the brand name is e5cellent and good.

!orrelation:
!ross "abulation #: Standard chartered banks call center performance for che.ue book re.uest Standard chartered banks performance in terms of service delivery time

<:

&9 : There is no association. &a 6 There is association.

!hiDS.uare "ests Asymp1 Sig1 52D *alue 2;1;;=9 Pearson !hiDS.uare Li4elihood Ratio LinearDbyDLinear Association % of *alid !ases < 2;1==EF E1E9>#= @ #29 df #> #> # sided6 919==>< 919=;@># 9199#>F;

4ere we see that Chi"s.uare calculated Q 0=.==19: #n D:N interval and %8degrees of freedom Chi"s.uare critical Q 19.%D: So! Chi"s.uare calculated S Chi"s.uare critical So! 4ypothesis is accepted. Analysis: +eans Che.ue Book delivery time is highly related with SCBs performance in terms of service delivery time. As che.ue book delivery is one of the major job responsibilities of branch and it re.uires time and if customers make it through call center it will help branch to deliver them as .uickly possible.

!ross "abulation 2: Standard chartered banks call center performance for statement re.uest Standard chartered banks performance in terms of service delivery time &9 6 There is no association. &a 6 There is association.

<8

4ow do you evaluate standard chartered banks call center performance for statement re.uest O 4ow do you value standard chartered banks performance in terms of service delivery time Cross tabulation 4ow do you value standard chartered banks performance in terms of service delivery time Total *ery 'Ccellent 0ood O4 Poor poor 4ow do you evaluate standard chartered banks call center performance for statement re.uest 'Ccellent # # 2 0ood > > F #@ =F O4 = # F @ =2 F@ Poor # @ #> 2< *ery poor F ; ## "otal E E F 2< ;= #29

!ross "abulation =: Standard chartered banks performance in terms of AT+ booth service Standard chartered banks performance in terms of service delivery time

&9 6 There is no association. &a 6 There is association.

<=

4ow do you value standard chartered banks performance in terms of service delivery time O 4ow do you value standard chartered banks performance in terms of AT+ booth service Cross tabulation Count 4ow do you value standard chartered banks performance in terms of AT+ booth service *ery 'Ccellent 0ood 4ow do you value standard terms of chartered service 'Ccellent F 0ood O4 < F = 2 # # 2 E E F banks performance in delivery time O4 Poor poor "otal

Poor

#<

2<

-indings and Recommendations:

<;

Consumer banking is number one profitable sector in Bangladesh. Chile 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. The following aspect should be taken under consideration to increase the customer satisfaction which ultimately help SCB to be profitable6 -irst things that Standard Chartered bank should do are maintaining the standard during recruiting the employees. An employee bears the brand name so if employees make some thing wrong that will ultimately affect Standard Chartered bank. And consumer banking directly deals with customer and they face the major problem of loosing customer if employees make something wrong. Second thing is Standard Chartered bank should create a new division whose major responsibility will be looking after the AT+ booths. These days people are interested to make their banking transaction through AT+ but due to some technical problem most of the time they face problem in AT+. So new division can solve this problem by solving the technical problem right on time and make servicing of machine regularly. -rom my survey most of the client or customer these days needs to come to the bank for Sanchayapatra coupon encashment. 4ere for better customer service Standard Chartered bank should introduce new software where customer can drop their Sanchayapatra and all the coupon will be en cashed automatically after maturity. This will increase the brands power on the mind of the customer. &revailing legal procedures is very lengthy and complicated. #t takes longer period to settle any kind of dispute. n the other hand! encashment of security after maturity is a long drawn process! i.e. generally takes : P 8 days. So! SCB should be more careful in the case of opening and closing different securities. So that after maturity customer gets them very .uickly and timely.

<D

!onclusion:
#n retrospect of the marvelous growth of consumer banking revenue over the last 09 years and contemplating the intensity of competition yet 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 e5pected to be fighting for a bigger pie! as the growth prospect of the countryMs correspondent banking business is limited. ne of the ways to achieve that objective is to ma5imize consumer banking revenue generated from local clients and introduces more local products. At the same time Standard chartered bank must have to consider the consumer mind setup. As a multinational bank customer want more benefit from them then other 1 rd generation bank. So instead of making profit only they should care about the customer as well. They can start many new savings product like millionaire scheme. But here problem is that all these scheme is very costly. So they should introduce something for the middle class! but still SCB continuously working with upper class and upper middle class. Chen these types of facility is come on front then and only then Standard Chartered Bank can compete with other banks like 4SBC! &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

:9