...of low market demand which influence customer satisfaction from Rupali Bank Ltd and measures to change the situation. In the current competitive market though different banks are providing different services to grab maximum market share, still customers have their own evaluation or judgment to find the satisfaction level of the service provided by the banks. Market demand depends on customer satisfaction. Analyzing the causes of low market demand is a complex process and sometimes customers even measure their satisfaction based on such factors that they even don’t have clear idea about those issues or factors. The underlying problem in predicting customer choice resides much more in the fact that market demand depends on many different criteria simultaneously, including brand, service and product quality, performance, price, features, and so on. This problem is further confounded in service applications, where customers may consider intangible features and characteristics of the market offerings for e.g., service quality, benefits, safety and trust; interactions between service providers and customers. Thus, incorporating customer preferences and choices into day-to-day managerial decisions is extremely important for today’s highly competitive environment, because their customers evaluate them on more than one criterion. In such a scenario, it is worthwhile to find out the various aspects of services of Rupali Bank Ltd for various customer groups. Specific Objective: *...
Words: 5778 - Pages: 24
...National Institute of Technology A Research Report on Customer Service of SBI vis-à-vis other Banks Internship Report submitted in completion of the requirement of Summer Internship at State Bank of India SME Branch, Civil Township, Rourkela Submitted by:- Under the guidance of:- Rasmita Sahu Mr. Prabir Chandra Sahu MBA Student Chief Manager Roll No- 312SM1017 State Bank of india School of Management SME Branch, Civil Township NIT, Roukela Rourkela May_2013 to July_2013 Certificate This is to certify that the project entitled “Customer Service of SBI vis-à-vis other Banks” which is being submitted by Rasmita Sahu, MBA Student, Roll No. 312SM1017, School of Management, National Institute of Technology, Rourkela - 769 008 (India), for the award of Degree of MBA by the School of Management, National Institute of Technology, is a record of bonafide research work done by her under my supervision. The results embodied in the project are new and have not been submitted to any other University or Institution for the award of any Degree or Diploma. To the best of my knowledge Rasmita...
Words: 10132 - Pages: 41
...antecedent of customer satisfaction with respect to online banking (Davis, 1989), other studies suggest that it may be a more important characteristic to newer users than it is to those who are more experienced (Castaneda et al, 2007). With that in mind we can evaluate what both banks offer in terms of ease of use from a newer customers perspective. Looking first at Scociete Generale we can see that one of their three main commitments to their customer is to “Simplify Your Banking” in all area; from the branch, to telephone banking, to online banking. Looking specifically at the area of online banking, the bank offer simulators for financial products such as mortgages and loans, tutorial videos explaining how to use all current features of their online banking system, a simple message system that facilitates the communication between you and a representative from the bank as well as an iPhone application that includes simplified everyday banking features as well as emergency contact numbers, budgeting features, currency conversions, and a GPS bank branch locator that are all explained through video tutorials and FAQ pages found in the application itself (Societe Generale, 2011) Moving on to HSBC, we can see that their online banking is very similar, offering things such as interactive tutorials, messaging centers and an iPhone app. In addition to that HSBC online banking also contain information bubbles that when clicked display pertinent information, the ability to “Go Green” and stop...
Words: 329 - Pages: 2
...Bank of America: Analyzing Corporate Citizenship In the words of Thomas Friedman, “If you don't visit the bad neighborhoods, the bad neighborhoods are going to visit you.” With “bad neighborhoods” symbolizing customers, this portrays a direct consequence of what can happen if a company does not take into account the impacts of its business decisions. As society progresses through the 21st century, it is clear that the people along with the government are beginning to demand more from companies. Quality products and services are still highly regarded; however, becoming a good corporate citizen is turning out to be an important part of a company’s reputation. Good corporate citizenship is when companies look beyond business goals and take in consideration the effects of their business decisions. Giving back to the community is also something businesses do, however, is not part of good corporate citizenship. This is true because financially providing to a local community has no correlation to business as it is simply a way for businesses to advertise and market their product. Therefore, actions such as emphasizing an environmental program, using methods that respect social and cultural values, or providing employees with special benefits such as a company car or expense account illustrate examples of good corporate citizenship. Making sure stockholders, shareholders, and local residents are respectfully treated is also important. These actions constitute good corporate citizenship...
Words: 4716 - Pages: 19
...Introduction s environmental issues gain greater attention, pressure is being placed on all industries, including financial services to implement “green” initiatives. While green banking is not yet a key reason for most customers to select one financial institution over another, customer demands and greater environmental awareness are driving a number of financial institutions to go green. Environment is a key focus amongst ethical banks (in this field specially called sustainability or green banks) as well as amongst many conventional banks that wish to appear more ethically oriented or that see switching to more environmental practices to be to their advantage. In general bankers “consider themselves to be in a relatively environmentally friendly industry (in terms of emissions and pollution). However, given their potential exposure to risk, they have been surprisingly slow to examine the environmental performance of their clients. A stated reason for this is that such an examination would ‘require interference’ with a client’s activities. While the desire to not meddle in the business of the client is valid, one could also note that banks are required to interfere in the business of their clients regularly to ensure that the clients’ business plan is viable before issuing them a loan. The kind of analysis that all banks partake in is termed a single bottom line analysis (this analysis only considers financial performance). It is arguable whether or not performing a triple bottom...
Words: 3636 - Pages: 15
...Report On Green Management perspective In Bangladesh SOUTH EAST UNIVERSITY Submitted To Farzana Ferdoushi Faculty, School of Business of SEU Submitted By Mohammad Azmir hossain ID: 2010010000004 Department: B.B.A. Date of Submission March 8, 2014 Introduction Bangladesh is a country suffering from immense social, political, economic and environmental issues and these issues need to be addressed for the overall development of this country. However, we all know that the peoples of the whole world are concerned about the environmental degradation, especially the rising of global temperature and thereby melting of glaciers and ice-berg in the polar region and consequently rising of sea level, which will directly affect the low lying countries of the world like Bangladesh. The world conscious people are also concerned about the increase of Green House Gases and Chlorofluorocarbons (CFCs) and thereby depletion of Ozone layer. As such, every person and especially the professionals must have greater role to check the environmental degradation. The contribution of the banking sector is playing significant role to save the environment through their CSR, investment or other activities. To save the environment, Green Management is the great initiative which is taken by bank all over the world. The word „Green Banking‟ is very common concept in the world. Global warming is a great issue in protection...
Words: 5340 - Pages: 22
...and diversity of their financial sectors. Banking sector is one of the most important sectors for the economy of a country. Sometimes it is called heart of the economy. Banks are the leaders of all financial services industry, where the proper functioning of the economy depends on the banking industries. Banks drive all the financial activities of certain economy. Commercial banking industry is one of the most important financial intermediaries in Bangladesh. It is playing great role to generate savings and it makes sure the proper investment of this savings in different sectors of our economy. Commercial banks are cooperating different types of business in various ways which is ensuring prosperity of business. Prosperity of business means prosperity of the economy as a whole. By now, it has been proved that literally bank is the heart of all commercial activities in Bangladesh. The number of banks in all now stands at 49 in Bangladesh. Out of the 49 banks, four are Nationalized Commercial Banks (NCBs), 28 local private commercial banks, 12 foreign banks and the rest five are Development Financial Institutions (DFIs). History of banking sector is quite recent; the development of banking sector is so great. The number of private banks increasing rapidly and it becomes a profitable sector. The banks with modernized banking facilities, termed as ‘third generation banks’ are providing improved services both to the investor and to the customers. National Credit & Commerce Bank Limited...
Words: 8928 - Pages: 36
...History of Bank Banking in the modern sense of the word can be traced to medieval and early Renaissance Italy, to the rich cities in the north like Florence, Venice and Sialkot Genoa. The Bardi and Peruzzi families dominated banking in 14th century Florence, establishing branches in many other parts of Europe.[9] One of the most famous Italian banks was the Medici Bank, set up by Giovanni di Bicci de' Medici in 1397.[10] The earliest known state deposit bank, Banco di San Giorgio (Bank of St. George), was founded in 1407 at Genoa, Italy.[11] Origin of the word The word bank was borrowed in Middle English from Middle French banque, from Old Italian banca, from Old High German banc, bank "bench, counter". Benches were used as desks or exchange counters during the Renaissance by Florentine bankers, who used to make their transactions atop desks covered by green tablecloths.[12] Definition of bank A bank is a financial institution and a financial intermediary that accepts deposits and channels those deposits into lending activities, either directly by loaning or indirectly through capital markets. A bank connects customers that have capital deficits to customers with capital surpluses. Listed Bank operates in Bangladesh Central bank • Bangladesh Bank In 1972 the Government of Bangladesh reorganized the Dhaka branch of the State Bank of Pakistan as the central bank of the country, and named it Bangladesh Bank with retrospective effect from 16 December 1971. State-owned...
Words: 5126 - Pages: 21
...and the impact of the changing market environment on themselves. Often times, the right marketing strategies are formulated based on the good knowledge of the current marketing environment, and the relative aspects that influence them. According to the concept of Principles and Marketing, a company’s marketing environment refers to the participants and forces out of marketing who influence the marketing management in establishing and maintaining successful relationships with target customers. Marketing environment consists of two factors, one is microenvironment, which includes the actors close to the company who influence the company ability to its customers, such as the company, suppliers, marketing intermediaries, customer markets, competitors, and publics. The other is macroenvironment, including societal forces of demographic, economic, natural, technological, political, and cultural forces, that make the microenvironment changed (Kotler and Armstrong 66). Good relationship with customers conducted by marketing management cannot be separated by the relative actors in the microenvironment. As one of the actors, the company marketing management should well...
Words: 1333 - Pages: 6
...Case Studies in Management MGMT 0475 10/20/12 Bank of America Corporation Cohesion Case Harris-Stowe State University Bank of America Corporation has been one of the leading banking companies in the United states with over 5,800 banking locations and another 300 abroad. One of the reasons that they are leading the front is because of the IT system that they have implemented. BoA has so many opportunities for online banking, whether it be from your laptop, mobile device or tablet. Also, with their new ATM systems you can deposit cash or a check without ever talking to an employee. One of the largest reasons for Bank of America’s success as a leading banking organization is their ability to attract customer relationships. There are many ways to attract the eye of a customer but the aspect that Bank of America uses to perfection is their Internet and online technologies. With over 18,000 ATM’s across the U.S. you can withdraw money at anytime with ease. Also with their ATM check deposit you can deposit check’s or cash at anytime with the 24 hour ATM service. Along with that they have mobil banking that I use daily. With the simple download of the Bank of America app you can check your statements, pay bills, or transfer funds right on your phone. If that hasn’t caught the customer’s eye then this will. You can take a snap shot picture of your check with your mobil device and Bank of America app you can deposit it on the...
Words: 1004 - Pages: 5
...branches it has. The Bank is a member of the joint ATM network in Jordan. Cairo Amman Bank was establishes on 14 January 1960 as a Jordanian public shareholding company and began its banking services on 1 July 1960. (www.cab.jo) The Banks logo is in green which stands for “Together we go green”, on the basis of world vision to fight social, economic and environmental challenges resulting from energy consumption, and in line with the Bank’s policy during the previous two years to save energy consumption and recycling. (www.cab.jo) The values of Cairo Amman Bank | Openness and Welcoming: Our employees are always available to provide assistance and advice. | Growth achievement: We are keen on the future and growth of our customers. | Hospitality: We provide our customers with support and advice in atmospheres of comfort. | 24-hour service: We help our customers to manage their accounts efficiently through a telephone call or at the press of the button (Internet and ATM machines). | Consultation: Our employees are ready to provide an effective consultation in the appropriate time and manner. | ( www.cab.jo ) I’m as one of CAB branch managers responsible for the administration and efficient daily operation of a full service branch office, including operations, lending, product, sales, customer service, security and safety in...
Words: 1122 - Pages: 5
...a student can gather practical knowledge about working environment & activities. For the purpose of meeting practical knowledge about working environment & activities and to provide fresh graduate with modern technological & professional knowledge in banking and all other different institutions, management of Leading University, Sylhet has assigned the internship program for the students. As a requirement for the Bachelor of Business Administration Degree, I was required to compete this internship program. Considering the fast pace of the banking industry today, I took the opportunity to do my internship in SIBL (Social Islami Bank Limited), Dorghagate, Ambarkhana, Sylhet. I started to work on a report titled “Analysis of Employee Satisfaction: A study on Social Islami Bank Limited.” after discussion and getting consent with my faculty supervisor Mohammad Awal Hossen, Senior Lecturer, Department of Business Administration. 1.1 Origin of the report This report is an outcome of my three months career at Social Islami Bank Limited, prepared as the partial requirement of BBA program of Department of Business Administration, Leading university sylhet. This report titled “Analysis of Employee Satisfaction: A study on Social Islami Bank Limited.” is prepared for fulfilling the requirement of internship of BBA program. I made this report by the combination of my theoretical as well as practical knowledge that I have experienced from my internship...
Words: 10339 - Pages: 42
...Common Information Security Threats Paper Courtney Gardner CMGT/400 2-25, 2013 Terry Green Common Information Security Threats Paper The growing number of security treats an organization faces from day to day grows substantially as each day passes. Even the failed attempts to access secure data bear fruit of some kind in the form of another vulnerability being discovered or a different tactic is used that the company wasn’t prepared for. One organization that can’t afford not to be prepared is the Chase Bank organization. This financial institution is very accustomed to fending off skilled cyber thieves. It gets hit every day by thousands if not tens of thousands of attacks on their infrastructure and networks I will discuss three major threats that Chase faces DDoS attacks, Mobile Banking and Phishing. Transferring funds out of users' accounts is a major security treat they face. This can be achieved many ways which makes it an active job for the security admins of banks. Online banking has opened the banks to a wide variety of vulnerabilies that much be patched or mitigated to the lowest degree possible. Being the victim of a DDoS attack is always a possibility for Chase as they contact a large amount of online tractions and overseas money handling. Attackers can employee DDoS attacks, or distributed denial of service attacks, named for denial of customer service by aiming large capacities of network traffic to a website until it forced to or collapse. To help combat...
Words: 1188 - Pages: 5
...Page | 1 SUSTAINABILITY REPORT UNDER GREEN BANKING INITIATIVES OF TRUST BANK LIMITED Introductory Note The publication of the first Sustainability Report of Trust Bank Limited (TBL) represents its continued commitment to publish information on sustainability matters every year. The Sustainability Report consists of only the GRI technical section to meet the requirements of the Global Reporting Initiative. The scope of the information provided in this report basically covers the activities of Trust Bank Limited in Bangladesh. This report was prepared to make adherence to an application level of the Global Reporting Initiative and is unconfirmed by external assurances. For more information about sustainability at Trust Bank Limited please go to www.trustbanklimited.com. 01. STRATEGY AND ANALYSIS 1.1 CHAIRMAN’S STATEMENT Please see the statement from the Chairman of Trust Bank Limited’s Board of Directors published at the beginning of the Annual Report 2011. 1.2 KEY IMPACTS, RISKS AND OPPORTUNITIES The impacts of the activity of Trust Bank Limited come essentially from three factors: Its importance as a reference institution in the Bangladesh financial sector; Its position as a substantial participant in the Bangladesh market; The importance of the financial sector to balanced economic growth and the contribution that this growth can make to incorporating sustainability more in the economy in general. ...
Words: 12235 - Pages: 49
...Customer Satisfaction Survey for a Modern Greek Bank and Relationships Between Customer Satisfaction, Customer Loyalty, Complaints Handling and Recommendation. Spyridon G. Aliferis, University of Paisley Business School, Scotland, UK (June 2006) Dr. Panagiotis Kyriazopoulos ABSTRACT The main subject of this survey is to measure and understand the elements of customer satisfaction and its impact to business growth and future. One of the aims of this survey is to confirm the validity of the hypothesis that modern banks keep their customers very satisfied and that is why they grow over older banks at a higher pace. Another aim of this research is to identify which are the areas that modern banks excel, through which actions they do it and what elements can be improved. Last aim is the identification of relationships and connections between customers’ satisfaction, loyalty, recommendation and complaints handling. It is supposed that the elements of customer’s satisfaction perception include easiness of Access, Service provided, Products and Personnel. The conceptual background deals with the literature review in customer satisfaction, service quality, complaints handling and loyalty. Reichheld & Sasser (1990) argued that loyalty is directly connected with profitability. The survey was conducted by the usage of anonymous questionnaires to customers of a Greek modern bank. The first conclusion was that the respondents were very happy with the...
Words: 9073 - Pages: 37
