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SERVICE QUALITY TRANSLATING INTO CUSTOMER SATISFACTION IN STANDARD CHARTERED

BANK

SERVICE QUALITY TRANSLATING INTO

CUSTOMER SATISFACTION

METHOD OF BUSINESS RESEARCH REPORT

HAMDARD UNIVERSITY CITY CAMPUS (HIMS)

GROUP MEMBERS:

MANAWAR ALI KHAN (MEN 2200770)

SAIF-ULLAH BEHAB (562021)

MUHAMMAD ASHRAF KHAN (MEN-2200606)

AMIR ALI ZULFIQUAR (0203)

HAMDARD INSTITUTE OF MANAGEMENT SCIENCES 2
http://www.standardchartered.com/home/en/index.htmlhttp://www.standardchartered.com/home/en/index.html


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Table of Contents

Acknowledgement

Academic Honor ii

Executive Summary iii

1. Introduction

Back Ground 2

Problem Statement 2

Questions to be Addressed 3

2. Research Methodology 4

Information Gathering 4

Personal Interviews 4

Questionnaires to be filled by Customers 4

Personal Visits and Observations 5

3. A Brief Review 6

Why Standard Chartered Bank Limited, Pakistan 6

What is Service Quality 6

Objectives of Service Quality 6

Internal Service Measures 7

Total Quality Management 8

Sigma Six 8

4. Findings

Questionnaires filled by Mystery Shoppers 9

Questionnaires to be filled by Customers 16

5. Conclusion

7. Bibliography 33

6. Appendices 34



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Acknowledgement

Any piece of work, however small, is not possible without the Almighty. We extend ourgratitude to our teacherMr. AKHTAR AHSAN who teaches us the true meaning of research

and without whom, the research would not have been possible. This research, from its topic to

the tools and text used in it, is due his assistance and guidance.

The research and the writing of this report were supported by the Staff and the Customers of

Standard Chartered Bank, who have been very cooperative and supportive in providing

information about how things move around in the service quality department and how thedepartment has been helpful in imparting product knowledge and customer satisfaction.

Last but not least, profound gratitude to our parent and the institution that has provided itsstudents with a forum to present their views and findings with complete freedom



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Academic Honor Code

We take full responsibility for the contents of this assignment. To the best of our knowledge, any

ideas, words, sentences, paragraphs or parts of another persons writing are fully documented.

We have researched and written the contents with the utmost integrity and honesty, and we are

able to answer any questions arising from the contents provided here in.



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Executive Summary

The objective of the research is to provide a brief review on the emerging concept of the Service

Quality and key factors that are practiced in the service excellence area of the banking industry.

The implementation of Internal Service Measures in Standard Chartered Bank Pakistan and therole of Service Assurance in maintaining outstanding customer will also be studied and taken as

a subject. We as a researcher will review not only the Particular department of the Bank but also

the responses from the frontline staff and customers. This will help us and the reader inunderstanding how (if it does) the quality of service affects the customer loyalty towards the

Bank.

The two branches under review are:

Al Rahim Branch at I I Chundrigar Branch

Hyderi Branch at North Nazimabad

These branches have been taken into consideration due to their prime commercial location and

strong customer base.

Most of the information provided in the report is based on interviews with the bank staff whichled to a better knowledge of how service standards are maintained and monitored. The branch

visits (mystery shopping) brought forward facts of how the customers are dealt with at the

branch. Here the Research can deduce results based on personal experience. The visits have beenvery successful and instruments in reaching conclusion on the part of customer perspectives.



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Introduction

Since Service Quality Assurance is a new concept in the Banking and Financial Service

industry, collection of data based on Literature Review is one of the biggest constraints in the

research. Most of the review done on the research has been through the web. The studyprovides an over view of the implementation of Internal Service Measures in Standard

Chartered Bank Pakistan and the role of Service Assurance in maintaining outstanding

customer services.

Back Ground:-

The banking institutions, being homogenous and offering by and large the similar products,have to attach great importance to the quality of their services in order not only to be

competitive but also to distinguish themselves from each other.

With such extreme competition in the market and more or less the same banking products

offering nearly the same rates, the banks are left with only service excellence to attract more

customers. This is also one big reason that the customers today expect more than goodreturns on deposits and/ or less markup on credit.

They want prompt, courteous, efficient service and that too with trust and security. Thismarket competition and high level of customer expectation has also given way to certain

service standards that include the banks internal service measures as well as standards set

and being monitored by the external strategic systems like the International Organization for

Standardization (ISO), Total Quality Management (TQM), etc as well as monitoring beingdone by State Bank of Pakistan.

In conducting the research about the Quality Assurance viz. a viz. customer satisfaction, weas a researcher would familiarize ourselves with the historical background of the

organization, focusing on the policies and actual practices followed by Standard Chartered

Bank.

The two branches that have been taken into study are the Al Rahim Branch due to its high

customer Volume and frequency on transactions and Hyderi Branch due to its prime location

in the Main Hyderi Market.

Problem Statement:-

In the emerging banking scenario and competitiveness in the market it has become very

important for banks to provide good services that would result in better customer satisfaction

level and customer loyalty. A strong customer base is the back bone for any business.



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Questions to be Addressed:-

Based on the familiarization review, the researcher provides in specific terms, the challengesbeing faced by the organization in the area of Quality Assurance.

In the course of research, efforts have been made to seek answers to the following questions:

1. Does the banks Vision and Mission statement include the concept of Quality

Assurance?2. Whether the bank has established a full fledged department for quality assurance?

3. Is the Quality Assurance Department exercising the three main components of

TQM, i.e., Just in Time (JIT), Total Quality Control (TQC), and Total Employee

Involvement (TEI)?4. If so, has the senior management been fully familiarized with concepts,

implementation strategies, and imperatives of TQM?

5. What Internal Service Measures are being taken to ensure Service Excellence?6. How these practices and customer satisfaction is monitored by the Quality

Assurance Department?

7. Has the Service Quality Monitoring helped improve the standard of services beingprovided to customers?

8. Do these practices actually reflect on the banks image?

9. Do the Service Quality Measures actually result in customer satisfaction?10. Does customer satisfaction guarantee customer loyalty for the bank or its

products?

Research Methodology:-

The research has been conducted on the basis of primary and secondary data and information

gathered through field work. The methodology adopted in carrying out the research consistsof personal interviews as well as questionnaires filled by both the banking staff and selected

customers. The questionnaire will help determine the satisfaction level of customers visiting

the branch and also how much quality of service matters to them. Questionnaires designed tobe filled by staff also help in understanding the emerging concept of Service Excellence and

also to find out what measures are being taken ensure that customers are being served with

quality .Visits to branches determine the quality of service being maintained by the Service

Assurance, the practices by the front line staff and the response of the customers.

Information Gathering:-

The two branches of SCB are under review.



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Personal Interviews

Manager CCC

Regional Head Branch Banking

SQM

Branch Managers of Each Branch

Operations Managers 1 from Each Branch

CROs and CRMs 2 From Each Branch

Personal Bankers 1-2 From Each Branch

CSOs 2 from Each Branch

Online Bankers 10 at CCC

Questionnaires to be filled by Selected Customers:-

To be selected from a list of Prime Customers & Customers who Visit

Branches Frequently for Transactions.

Customers who frequently use online (CCC) services for transactions and

payments.

Personal Visits and Observations:-

Branch Visits/Mystery Shopping(Minimum 1 to Each Branch)

Visits To CCC

Constraints:-

The research requires a detailed study and analysis of SCBs internal service assurance

policies, their implementation and practices by the staff. Since there are confidentiality issues

and the bank staff is reluctant to share company details, it will be difficult to gauge to what

extents the Internal Service measures have been implemented, are being practiced and alsomonitored internally.

Confidentiality Issues

Reluctance of Bank Staff to share company details.

Why Standard Chartered Bank Chosen for Research:-

The first question that arises in the mind of the reader is that Why Standard Chartered Bank

(SCB) has been chosen as the subject for research.



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Standard Chartered Bank has a history of over 150 years in banking with an extensive global

network of over 1,400 branches in over 50 countries. It employs 60,000 people representingover 90 nationalities worldwide.

Standard Chartered Bank (Pakistan) Ltd. calls itself a locally embedded International Bankand also claims to be the largest International Bank in Pakistan. SCB has been operating in

Pakistan for the last 143 years since 1863. SCB Pakistan Ltd. has a network of 115 branchesacross 22 cities in Pakistan (As of January 01, 2007).

What Is Service Quality:-

As you enter Quality Assurance Department at SCB Pakistan you cannot miss these words

written on the workstations and thats how they define Service Quality.

Do the right thing, right the first time,

every time.

Quality is managing and working day to day emphasizing;

Customer satisfaction and loyalty.

Employee Involvement.

Continuous process improvement.

Objectives of Service Quality Management Group (SQM):-

The objectives of the SQM are to:-

Set and monitor internal service standards and measurements.

Articulate the customers point of view i.e. Voice of the Customer through external

service measures.

Review and rationalize all operation processes.

Recognise and reward people through service award programs.

Set accountability standards that include:

o Customers satisfaction and loyalty.

o Continuous improvement.

o Awareness through recognition and reward. Initiate and drive service related training.

Internal Service Measures:-



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Internal Service Measures are basically the Service Standards and Measurements that are set

by a Bank (SCB in this case) which are followed by the front desk staff and is continuouslymonitored by the Quality Assurance Team.

Telephone Timeliness :

The telephone must be picked up within three bells. The customer on the other end should

not be kept waiting.

Telephone Effectiveness:

The customers queries should be addressed/ issues should be resolved instantaneously. The

customer should not be put on hold for too long and the customer should be provided with

full information that he seeks and that too with courtesy and efficiency.

Teller Wait T ime:

The customers at branch should be greeted by the interacting staff and his transactions shouldbe done without delay.

PO/DD Issuance:

The pay orders and demand drafts transactions are monitored for the time the customer has to

wait for his transaction to take place.

Thank You L etters:

After account opening, the customers are to be sent a letter as a token of gratitude for

initiating business with the bank and also to assure quality business in future.

Cheque B ook Replacement:

The chequebooks requested by the existing customer should be ready within the time set/standardized by the Quality Assurance Department.

ATM Availability:

The ATM service is provided so as to facilitate the customers and also to provide the round

the clock access to their money. Availability of ATMs at all times is theres very important.

Complaint Acknowledgment & Resolution:

The comments and feedback of the customers should be immediately acknowledged and thecomplaints should be promptly resolved.



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Total Quality Management:-

TQM or Total Quality Management is composed of three basic functions.

Total means that everyone in the organization is involved in the final product/ service tothe customer.

Quality means keeping customer focus for every process, service and product developed

Management recognizes that TQM will not happen by accident. It is a process that has tobe managed

It has been defined by International Organization for Standards as:-

"TQM is a management approach for an

organization, centered on quality, based on the

participation of all its members and aiming at long-term success through customer satisfaction, and

benefits to all members of the organization and to

society."

Total Quality Management:-

The TQM has three main components, namely:-

Just in Time (JIT),

Total Quality Control (TQC),

Total Employee Involvement (TEI).

Just in Time (JIT) exposes the cause of problems whereas Total Quality Control (TQC) helps

provide a solution to these problems. Since the employees do all improvements, they need tobe involved in the process of change. Total Employee Involvement (TEI) helps elicits this

involvement. JIT uses techniques similar to Lean, and TQC uses tools and techniques similar

to Six Sigma tools.

Sigma Six:-

Sigma Six is a measure of quality that strives for near perfection. It is a methodology drivenby understanding customer needs, and the disciplined use of data & facts, and analysis of

present practices to improve and reinvent organizational processes.



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Findings

Questionnaire ITo Be Filled By The Mystery Shopper/ Researcher

Based on Observations/ Branch Visits(8 Visits in each Branch)



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Section 1- Customer Services- Branch Visit

Al- Rahim Branch Haidery Branch

When you entered the branch, wer e you

greeted/ acknowledged by any staff?

62%

38%

0%

Yes

No

N/A

When you entered the branch, were you

greeted/ acknowledged by any staff?

87%

13%0%

Yes

No

N/A



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Were you attended for information/

service?

87%

13%0%

Yes

No

N/A

Were you attended for information/

service?

87%

13%0%

Yes

No

N/A

Was the staff courteous and helpful

in providing information?

75%

5%

0%

Yes

No

N/A

Was the staff courteous and helpful in

providing information?

62%

38%

0%

YesNo

N/A

Did the staff provide correct

information?

49%

38%

13%

Yes

No

N/A

Did the s taff provide correct information?

62%

25%

13%

Yes

No

N/A

Section 2- Customer Services-Telephone




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Telephone Timeliness(Response within 3

rings)

100%

0%

0%Yes

No

N/A


rings)

87%

13%0%

Yes

No

N/A

Proper call handling by the ope rator

62%

38%

0%

Yes

No

N/A

Proper call handling by the operator

74%

13%

13%

Yes

No

N/A

Did the employee who attended: a)

Introduce self

100%

0%

0%

Yes

No

N/A

Did the employee who attended: a)

Introduce s elf

87%

13% 0%

Yes

No

N/A

b) Was courteous and willing to help

75%

25%0%

Yes

No

N/A

b) Was courteous and willing to help

75%

25%0%

Yes

No

N/A



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c) Give satisfactory information

50%50%

0%

Yes

No

N/A

c) Give satisfactory inform ation

75%

25%0%

Yes

No

N/A

Section 3- Cash Counter Services


Did the cash counter staff acknowledge

you?

25%

0%

75%

Yes

No

N/A

Did the cash counter staff acknowledge

you?

25%

0%

75%

Yes

No

N/A

Did you have to wait for not more than 10

minutes for your turn at the cash

counter?

13%

13%

74%

Yes

No

N/A

Did you have to w ait for not mo re than 10


counter?

25%

0%

75%

Yes

No

N/A



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Was the transaction processe d within 10

minutes?

25%

0%

75%

Yes

No

N/A

Was the transaction processe d within 10

minutes?

25%

0%

75%

Yes

No

N/A

Section 4- Shopper's Observation

Al- Rahim Branch Haidery BranchAcceptable level of cross talk/ noise volume

50%50%

0%

Yes

No

N/A

Acceptable level of cross talk/ noise volume

75%

25%0%

Yes

No

N/A

Professional environment

62%

38%

0%

Yes

No

N/A


87%

13% 0%

Yes

No

N/A



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Product Material in the vestibule

87%

13% 0%

Yes

No

N/A


100%

0%0%

Yes

No

N/A

Smooth functionality of ATM

13%

13%

74%

Yes

No

N/A


13%

13%

74%

Yes

No

N/A

Air condition/ vestibule condition

87%

13% 0%

Yes

No

N/A


87%

13% 0%

Yes

No

N/A


75%

25%0%

Yes

No

N/A


75%

25%0%

Yes

No

N/A



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Adequate seating arrangement for

customers

62%13%

25%

Yes

No

N/A


customers

75%

25%0%

Yes

No

N/A

Findings



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Questionnaire IITo Be Filled By The Customers

(30 From Each Branch)

Section 2- SCB Customer Base:-

Al- Rahim Branch



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Section 2 a Are you an SCB Customer because of:

16%

16%

4%

32%

20%

8%4%

Convenience

Accessibility

Reliability

Customer Service

Reputation

Asset/ Reserves

Other Reason

(Please specify)

Hyderi Branch



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Section 2 a Are you an SCB Customer because of:

28%

8%

4%36%

16%

0%8%

Convenience

Accessibility

Reliability

Customer Service

Reputation

Asset/ Reserves

Other Reason

(Please specify)



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2 b) On a scale of 1 to 10, rank the following banks in terms of Services (10 is Excellent and 1 is Bad):-

The results have been determined by taking out a round of figure of the average ranking provided throughquestionnaires.

Al- Rahim Branch

On a scale of 1 to 10, rank the following banks in

terms of Services (10 is Excellent and 1 is Bad):-

13%

13%

15%

12%13%

12%

12%

10% 0%

StandardChartered Bank

Citi Bank

HSBC

Askari

Commercial BankAbn Amro Bank

HBL

UBL

Bank Alfalah Ltd

Others (PleaseSpecify)



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Hyderi Branch

On a scale of 1 to 10, rank the following banks in

terms of Services (10 is Excellent and 1 is Bad):-

14%

13%

12%

13%12%

13%

10%

13% 0%

StandardChartered Bank

Citi Bank

HSBC

AskariCommercial Bank

Abn Amro Bank

HBL

UBL

Bank Alfalah Ltd

Others (PleaseSpecify)



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Section 3 a- Customer Services- Personal Banker


How do you find the br anch

environment?

32%

40%

20%

8% 0%

Excellent

Good

Average

Below Average

N/A

How do you find the branch

environment?

44%

36%

1 %

8% 0%

Excellent

Good

Average

Below Average

N/A

Were you attended for inform ation/

service?

20%

56%

16%

8% 0%

Excellent

Good

Average

Below Average

N/A

Were you attended for inform ation/

service?

52%

24%

8%

16%0%

Excellent

Good

Average

Below Average

N/A



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How is the quality of service provided at the

cash counter?

52%

12%

20%

16% 0% Excellent

Good

Average

Below Average

N/A

How is the q uality of service provided at the

cash counter?

36%

44%

4%

16% 0%Excellent

Good

Average

Below Average

N/A

How do you find the willingness of the

staff to help/ facilitate the custome r?

32%

24%

24%

20%0%

Excellent

Good

Average

Below Average

N/A

How do you find the willingness of the staff to

help/ facilitate the customer?

28%

36%

16%

20%0% Excellent

Good

Average

Below Average

N/A

Section 4- Customer Services At Branch:-


When you visit the branch; a) Are you greete d/

acknowledged by any staff?

72%

20%

8%0% Mostly Y es

Sometimes

Never

N/A

When you visit the branch; a) Are you

greeted/ acknow ledged by any staff?

80%

12%8%0%

Mostly Y es

Sometimes

Never

N/A



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When you visit the br anch; b) Are you

attended for information/ service?

60%16%

16%

8%

Mostly Y es

Sometimes

NeverN/A

When you visit the branch; b) Are you attended

for information/ service?

52%

20%

12%

16% Mostly Y es

Sometimes

Never

N/A

Is the staff courteous and helpful in


48%

36%

16% 0%

Mostly Y es

Sometimes

Never

N/A

Is the s taff courteous and helpful in


44%

36%

20%0%

Mostly Y es

Sometimes

Never

N/A

Does the staff provide correct

information?

44%

48%

8% 0% Mostly Y es

Sometimes

Never

N/A

Does the staff provide correct information?

36%

60%

4%0%Mostly Y es

Sometimes

Never

N/A





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rings)

80%

16%

4%

0%Mostly Y es

Sometimes

Never

N/A


rings)

76%

16%

0%

8%

Mostly Y es

Sometimes

Never

N/A

Proper call handling by the oper ator

52%

16%

20%

12%

Mostly Y es

Sometimes

Never

N/A

Proper call handling by the operator

76%

16%

0%8%Mostly Y es

Sometimes

Never

N/A

Does the employee who attends the

call; a) Introduce self

72%

8%

12%

8%

Mostly Y es

Sometimes

Never

N/A

Does the em ployee who attends the call; a)

Introduce self

64%16%

12%8%

Mostly Yes

Sometimes

Never

N/A

Does the employee who attends the call; b)

Is courteous and w illing to help

60%16%

24%0%

Mostly Yes

Sometimes

Never

N/A

Does the employee who attends the call; b)

Is courteous and w illing to help

52%

28%

12%

8%Mostly Yes

Sometimes

Never

N/A



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Does the employee who attends the call;


44%

20%

28%

8%Mostly Y es

Sometimes

Never

N/A

Does the employee who attends the

call; c) Give satisfactory information

36%

28%

28%

8%Mostly Y es

Sometimes

Never

N/A

Section 6- Cash Counter Services:-


i Does the cash counter staff

acknowledge you?

68%

16%

4%12%

Mostly Y es

Sometimes

Never

N/A

i Does the cash counter staff

acknowledge you?

60%24%

4%12%

Mostly Y es

Sometimes

Never

N/A

Do you have to w ait for not m ore than 10


counter?

20%

52%

16%

12% Mostly Yes

Sometimes

Never

N/A

Do you have to w ait for not more

than 10 minutes for your turn at the

cash counter?

60%16%

12%12%

Mostly Yes

Sometimes

Never

N/A

Is the transaction processed within

ten minutes?

11%

64%

14%

11% Mostly Y es

Sometimes

Never

N/A

Is the transaction processed within ten

minutes?

40%

44%

4%12% Mostly Y es

Sometimes

NeverN/A



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Section 7- Customers Observation:-

Al- Rahim Branch Haidery BranchAcceptable level of cros s talk/ noise volume

68%

24%

8%0%Mostly Y es

Sometimes

Never

N/A

Acceptable level of cross talk/ noise

volume

60%4%

16% 0%

ostly Yes

Sometimes

Never

N/A


52%48%

0%0%Mostly Yes

Sometimes

Never

N/A


60%24%

16% 0%Mostly Y es

Sometimes

Never

N/A


76%

16%

0%8%Mostly Y es

Sometimes

Never

N/A


68%

20%

0%12%

Mostly Y es

Sometimes

Never

N/A


60%28%

0%12%

Mostly Y es

Sometimes

Never

N/A


68%

28%

0%4%Mostly Y es

Sometimes

Never

N/A



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36%

44%

20% 0%Mostly Yes

Sometimes

Never

N/A


48%

44%

0%8%Mostly Y es

Sometimes

Never

N/A


76%

16%

0%8%Mostly Y es

Sometimes

Never

N/A


60%24%

0%

16%Mostly Yes

Sometimes

Never

N/A


customers

52%

28%

20%0%

Mostly Y es

Sometimes

Never

N/A


customers

60%24%

16%0%

Mostly Y es

Sometimes

Never

N/A



35/42


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Also, this department is active in imparting knowledge to Frontline staff for better quality

of services.

Is the Quality Assurance Department exercising the three main components of

TQM, i.e., Just in Time (JIT), Total Quality Control (TQC), and Total EmployeeInvolvement (TEI)?

The internal service measures as discussed before include the factor of timely servicedelivery in the form of Telephone Timeliness. These Internal Service Measures are being

strictly monitored by the Quality Assurance Department.

Outsourced Mystery Shopping is done four times a month, customer transaction times are

monitored through integrated systems and branch visits are made by Zonal/Area ServiceManager. The branches are graded monthly on the basis of these results.

Service Quality Learning Curve (SQLC) as presented in a Service Orientation Program held

in the Bank has the following three phases:

Commitment & Development

Employee Involvement

Maturity

Maintenance of Standards

In this program, the staff is required to:

Progress from one phase to the other in a steady manner.

Take no shortcuts

Ensure that the right things are done at the right time.

If so, has the senior management been fully familiarized with concepts,

implementation strategies, and imperatives of TQM?

Monthly Service Meetings are held at branches to ensure that all staff members, from theBranch Manager to the Front Desk Staff, is aware of the importance of satisfied customer

base and each member of the team is instrumental in maintaining quality services.

What Internal Service Measures are being taken to ensure Service Excellence?

Internal Service Measures are basically the Service Standards and Measurements that are set

by a Bank (SCB in this case) which are followed by the front desk staff and is continuouslymonitored by the Quality Assurance Team.

o Telephone Timeliness

o Telephone Effectiveness

o Teller Wait Time

o PO/DD Issuance

o Thank You L etters



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o Cheque Book Replacement:

o ATM Availability:

o Complaint Acknowledgment & Resolution:

Has the Service Quality Monitoring helped improve the standard of services being

provided to customers?

After a review of the branch results based on internal service monitoring by the servicequality assurance department it is safe to say that there has been a great improvement in

the staffs product knowledge and the frontline staff has now become service champions

in the branches.

Do these practices actually reflect on the banks image?

Most of the customers (32% in Al Rahim and 36% in Hyderi branch) in the bank haveranked the bank high in its Image due to good quality of service. Hence the quality of

service reflects better image.

Do the Service Quality Measures actually result in customer satisfaction?

Based on the questionnaires filed by the customers, the results reflect high customersatisfaction in both Hyderi and Al Rahim Branch. There is however need for

improvement in timeliness and waiting space in the Al Rahim Branch as it is a prime

branch with the biggest customer portfolio and too many transactions taking place in a

day.

Does customer satisfaction guarantee customer loyalty for the bank or its products?

8 and 9out of 25 customers in the Al Rahim and Chundrigar branch respectively say that

they have stayed with the bank due to its quality of service, which goes on the show theweightage of Customer Satisfaction as an element in retaining customers.

Bibliography:-

http://finance.isixsigma.com/library/content/c040127a.asp

www.sbp.org http://en.wikipedia.org/wiki/Total_Quality_Management

http://www.isixsigma.com/me/tqm/

http://www.standardchartered.com/pk/home/aboutus.html

http://finance.isixsigma.com/library/content/c040127a.asp

http://en.wikipedia.org/wiki/standardchartered

http://www.sagepub.com/textbooksProdDesc.nav?prodId=Book10950

http://finance.isixsigma.com/library/content/c040127a.asphttp://www.sbp.org/http://en.wikipedia.org/wiki/Total_Quality_Managementhttp://www.isixsigma.com/me/tqm/http://www.standardchartered.com/pk/home/aboutus.htmlhttp://finance.isixsigma.com/library/content/c040127a.asphttp://en.wikipedia.org/wiki/standardcharteredhttp://www.sagepub.com/textbooksProdDesc.nav?prodId=Book10950http://finance.isixsigma.com/library/content/c040127a.asphttp://www.sbp.org/http://en.wikipedia.org/wiki/Total_Quality_Managementhttp://www.isixsigma.com/me/tqm/http://www.standardchartered.com/pk/home/aboutus.htmlhttp://finance.isixsigma.com/library/content/c040127a.asphttp://en.wikipedia.org/wiki/standardcharteredhttp://www.sagepub.com/textbooksProdDesc.nav?prodId=Book10950


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Product Brochures of SCB

Schedule of Bank Charges, January 2007- June 30, 2007

Appendix- Questionnaires



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Questionnaire I- To Be Filled By The Mystery ShopperName(Optional):

Branch Visited: Date of Visit

Yes No

Section 1- Customer Services- Branch Visit

i. When you entered the branch, were you greeted/ acknowledged by any staff?ii. Were you attended for information/ service?

iii Was the staff courteous and helpful in providing information?

iv. Did the staff provide correct information?


i. Telephone Timeliness(Response within 3 rings)

ii. Proper call handling by the operator

iii. Did the employee who attended the call:

a) Introduce selfb) Was courteous and willing to help



i. Did the cash counter staff acknowledge you?

ii.Did you have to wait for not more than 10 minutes for your turn at the cashcounter?

iii Was the transaction processed within 10 minutes?

Section 4- Shopper's Observation

i. Acceptable level of cross talk/ noise volume

ii Professional environment

iii Smooth functionality of ATM

iv Air condition/ vestibule condition

v Product Material in the vestibule

vi Adequate seating arrangement for customers



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Questionnaire II- To Be Filled By The Customer

Dear Standard Chartered Customer,

Your cooperation is needed to understand the Quality of Service being provided to you by SCB Pakistan for a reportas a partial requirement in the MBA Program at Szabist Karachi. Kindly take out five minutes of your time to fill thissimple questionnaire.

Section 1: General Information:-

Name (Optional):

Gender (Optional): Qualification (Optional):

Account Title

Branch Name

Account Number (Optional)

Type of Customer Relationship:

AccountHolder/FixedDeposit

CreditCardFacility

Loan/AdvanceFacility

Others:____________

______

Section 2- SCB Customer Base

2 a) Are you an SCB Customer because of:

Convenience

Accessibility

Reliability

Customer Service

Reputation

Asset/ Reserves

Other Reason (Please specify)

2 b) On a scale of 1 to 10, rank the following banks in terms of Services (10 is Excellent and 1 is Bad):-

Bank Names Ranking

Standard Chartered Bank

Citi Bank

HSBC

Askari Commercial Bank

Abn Amro Bank



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HBL

UBL

Bank Alfalah Ltd

Others (Please Specify)

Excellent Good Average Below Average

Section 3 a- Customer Services- PersonalBanker

i. How do you find the branch environment?

ii.

How will you rate the service provided by your

Personal Banker?

iiiHow updated does your PB keep you on newdeals and events?

a) Information

b) Courtesy

d) Updation of upcoming Schemes andPromotions

iv.How is your PB helpful in addressing/ solvingyour product related queries?

Section 3 b- Customer Services- CustomerRelationship Officer/ Manager

i.How do you find the front desk services whenyou visit the branch?

ii.What is the quality of service provided at thecustomer facilitation desk?

Section 3 c- Customer Services- Cash Counter

iHow is the quality of service provided at the cashcounter?

ii

How do you find the willingness of the staff to

help/ facilitate the customer?

Mostly Yes Sometimes Never N/A

Section 4- Customer Services At Branch

When you visit the branch;

i. Are you greeted/ acknowledged by any staff?

ii. Are you attended for information/ service?



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iii Is the staff courteous and helpful in providing information?

iv. Does the staff provide correct information?


i. Telephone Timeliness(Response within 3 rings)

ii. Proper call handling by the operator

iii. Does the employee who attends the call;

a) Introduce self

b) Is courteous and willing to help


Mostly Yes Sometimes Never N/A


i. Does the cash counter staff acknowledge you?

ii.

Do you have to wait for not more than 10 minutes for your turn at

the cash counter?iii Is the transaction processed within ten minutes?

Section 7- Customers Observation

i. Acceptable level of cross talk/ noise volume

ii Professional environment

iii Smooth functionality of ATM

iv Air condition/ vestibule condition

v Product Material in the vestibule

vi Adequate seating arrangement for customers

Documents

Brm Scb Research Report Final