Report On Scb Customer Satisfaction

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Report On Standard Chartered Bank Customer Satisfaction Based on the survey on the bank account holders of SCB

Standard Chartered

Arifur Rahman BBA 027 08076

Rizwana Chowdhury BBA 027 08094

Md. Saidul Mursalin BBA 027 07758

Tamal Rahan Turzo BBA 027 07951

S.M. Al-Amin BBA 027 07837

Prelude : Standard Chartered Bank was formed through the merger in 1969 of two British overseas banks: the Standard Bank of British South Africa and the Chartered Bank of India, Australia and China. Standard Chartered Bank started its business in Bangladesh in 1948, opening its first branch in the port city of Chittagong. At present the bank has 6 offices in Dhaka Chittagong and Sylhet, including the country's only offshore banking unit inside the Dhaka Export Processing Zone at Savar. Today the bank is a leading player throughout the developing world; ranked 5th globally.

Services offered in Dhanmondi Branch Personal Banking Standard Chartered offers premium retail banking services to individual customers with a large variety of deposit and loan products E.g.-Current A/c, Savings A/c, Phone Banking, ATM, Personal Loans, etc.

• Commercial Banking Foreign Exchange Economic Research & Technical Analysis - Call Money, Short and Medium Term lending - Liquidity Management - Advice on interest rate risk management

Results of Survey Faster transaction Moderate charges Half yearly Statement Mutual funds More campaign about the services through leaflet, advertisements Involvement in SocialWelfare

Common Problems • Queries related to A/C opening • Lack of support from the top management • Lack of Product knowledge

Result of Survey

• Lack of cooperation • Account information • Charges of Statement • Fund transfer

Recommendations Measuring customer satisfaction. Increasing responsibility initiative. Well informed employee. Increasing segmented cash counters. Adequate seating arrangements

In spite of few drawbacks Standard Chartered Bank has been successfully satisfying its clients for about a decade. As time passes, the numbers of clients increases respectively. Therefore, the authority should have the top priority concern to provide all the necessary services demanded by the customer. In addition, the main aim of the SCB should be maximizing its overall wealth through building and maintaining profitable customer relationships by delivering superior customer value and satisfaction.

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