Team Bazinga - Herborist Case Solution for HSBC BCC 2013 Bangladesh Round 2
An Investigation Into Customer Satisfaction at HSBC Bangladesh
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Transcript of An Investigation Into Customer Satisfaction at HSBC Bangladesh
1.0 INTRODUCTION
1.1 BACKGROUND OF THE STUDY:
HSBC is one of the largest banking and financial services organizations in the world.
Headquartered in London, HSBC has an international network comprised of over 9,800
offices in 77 countries and territories in Europe, the Asia-Pacific region, the Americas,
the Middle East and Africa. The bank’s 253,000 employees are located mainly in the UK
(56,000 employees), the US (43,000), Brazil (28,000), Hong Kong (26,000), Mexico
(20,000) and France (14,000). Admirably, HSBC acknowledges that it operates in
countries that present a range of social, ethical and environmental challenges. HSBC is
structured according to its consumer groups, providing a comprehensive range of
financial services, including: personal financial services; commercial banking; corporate,
investment banking and markets; private banking; and other activities. HSBC clearly
identifies its top priority as the financial return to its 200,000 shareholders. However, the
bank also states that, ‘our goal is not, and has never been, profit at any cost…tomorrow’s
success depends on the trust we build today.’ Thus, in HSBC customer satisfaction is
considered an important strategic objective to allow the bank to continue to be successful
in the long term.
A. BANKING INDUSTRY-OVERVIEW:
The Jews in Jerusalem introduced a kind of banking in the form of money lending
before the birth of Christ. The word 'bank' was probably derived from the word 'bench' as
during ancient time Jews used to do money -lending business sitting on long benches.
First modern banking was introduced in 1668 in Stockholm as 'Svingss Pis Bank' which
opened up a new era of banking activities throughout the European Mainland.
In the South Asian region, early banking system was introduced by the Afghan traders
popularly known as Kabuliwallas. Muslim businessmen from Kabul, Afghanistan came
Customer Satisfaction Level at HSBC Bangladesh: PAGE 1
to India and started money lending business in exchange of interest sometime in 1312
A.D. They were known as 'Kabuliwallas'.
B. NUMBER AND TYPES OF BANKS:
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).
Sonali Bank is the largest among the NCBs while Pubali is leading in the private
ones. Among the 12 foreign banks, Standard Chartered has become the largest in the
country. Besides the scheduled banks, Samabai (Cooperative) Bank, Ansar-VDP Bank,
Karmasansthan (Employment) Bank and Grameen bank are functioning in the financial
sector. The number of total branches of all scheduled banks is 6,038 as of June 2000. Of
the branches, 39.95 per cent (2,412) are located in the urban areas and 60.05 per cent
(3,626) in the rural areas. Of the branches NCBs hold 3,616, private commercial banks
1,214, foreign banks 31 and specialized banks 1,177.
Bangladesh Bank (BB) regulates and supervises the activities of all banks. The
BB is now carrying out a reform program to ensure quality services by the banks.
Currently the major financial institutions under the banking system include:
Bangladesh Bank
Commercial Banks
Islamic banks
Leasing Companies
Finance companies
Of these, there are four nationalized commercial banks (NCB), 5 specialized banks, 11
foreign banks, 26 domestic private banks, 4 Islamic banks currently operating in
Bangladesh.
Customer Satisfaction Level at HSBC Bangladesh: PAGE 2
Generally, the commercial banks and finance companies provide a myriad of
baI1king products/services to cater to the needs of their customers. However, the
Bangladeshi banking industry is characterized by the tight banking rules and regulation s
set by the Bangladeshi Bank, All banks and financial institutions are highly governed and
controlled under the Banking Companies Act-1993.
The range of banking products and financial services is also limited in scope; all local
banks must maintain a 4% Cash Reserve Requirement (CRR), which is non-interest
bearing and a 16% Secondary Liquidity Requirement (SLR). With the liberalization of
markets, competition among the banking products and financial services seems to be
growing more intense each day. In addition, the banking products offered in Bangladesh
are fairly homogeneous in nature due to the tight regulations imposed by the central bank.
Competing through differentiation is increasingly difficult and other banks quickly
duplicate any innovative banking service.
Customer Satisfaction Level at HSBC Bangladesh: PAGE 3
1.2 HSBC PROFILE:
A. HONG KONG AND SHANGHAI BANKING CORPORATION LIMITED (HSBC): HSBC
is one of the world’s leading, and most international, banks with 2.6 million Commercial
Banking customers in 62 locations. These customers include sole proprietors,
partnerships, clubs and associations, incorporated businesses and publicly quoted
companies. The globalization of their activities has been very marked in recent years, and
we are uniquely placed to help them through offering supply chain management, cash
management and business introductions all over the world. In 2006, pre-tax profit in
Commercial Banking grew strongly, by 21 per cent, due to growth in customer assets and
liabilities and our success in serving customers internationally.
B. HSBC in BANGLADESH: HSBC (Hong Kong and Shanghai Banking Corporation
Limited) obtained license from BANGLADESH BANK on 17 April 1996 to conduct banking
business in the country and commenced formal banking operations on 3 December 1996
through opening a branch at Dhaka. In Bangladesh, the HSBC Group is represented by
Hong Kong Bank, which has its head office in Hong Kong and a holding company,
HSBC Holding Plc, which is incorporated in England. On 31 December 2000, total
capital and reserves of HSBC in Bangladesh were Tk 535.7 million, which comprised
core capital Tk 441.6 million, and supplementary capital Tk 94.2 million.
Businesses of HSBC in Bangladesh cover personal banking, cash management,
remittances, corporate banking, trade services, custody services, and treasury and
securities services to the customers. It expanded its operations in the country through
opening a full-fledged branch at Chittagong, one off shore unit and two cash booths in
Dhaka. The management team for the bank in Bangladesh is headed by a chief executive
officer appointed by the head office. The bank's work force had increased from 38 in
1998 to 172 in 2000.
Deposits accumulated in the bank in December 2000 was Tk 3,234.8 million,
which comprised current deposits Tk 1,064 million, savings deposits Tk 1,074.1 million
Customer Satisfaction Level at HSBC Bangladesh: PAGE 4
and fixed deposits Tk 1,096.7 million. The bank did not provide loans and advances
during the first year of its operations. Loans and advances made by HSBC up to
December 2000 amounted to Tk 2,096.9 million. Areas of lending by the bank are
industrial units of readymade garments, pharmaceuticals, jute and jute goods and
consumer products, and trade and commerce. Classified loans of the bank were Tk 21.9
million (0.57% of total) in 2000. The bank was one of the firsts to introduce personal loan
schemes and automated teller machine (ATM) service.
Investment of the HSBC Ltd in Bangladesh in 2000 was Tk 250.82 million, of
which Tk 250.80 million and Tk 0.02 million were in government TREASURY BILLs and
PRIZE BONDs respectively. In the same year the amount of deposits the bank maintained
with other banks was Tk 341.42 million (Tk 4.58 million in Bangladesh and Tk 336.90
million abroad). The volume of foreign exchange business handled by the bank in that
year stood at Tk 4,137 million.
Assets of the bank excluding off-balance sheet items were valued at Tk 3,880.2
million in 2000, when the off-balance-sheet items accounted for Tk 2,669.2 million. The
bank had no borrowing from the interbank market during 1999 and 2000. Till December
1999, HSBC in Bangladesh continued to suffer net losses every year, as the operating
expenses were greater than the operating incomes. In 2000, the bank earned a net profit
of Tk 18.2 million after adjusting provisions for taxation and classified loans
1.3 HSBC BANGLADESH SERVICES:
A. BUSINESS/ CORPORATE BANKING - Business Banking from HSBC offers the
flexibility of solutions specifically catered to customers growing business needs and
management of their business. A Business Banking Account with HSBC provides access
to a wide range of products as valued Business Banking Customer. HSBC's business
accounts are no longer just a medium to deposit money and make standard payments.
With Business Banking customers have access to a range of products, which target their
Customer Satisfaction Level at HSBC Bangladesh: PAGE 5
business growth. Therefore, opening Business Banking Account requires a reasonable
minimum balance.
HSBC offers an unmatched efficient banking structure along with a whole range
of products and services to suit all business needs. At HSBC understands that running a
business takes time, money and planning. That is why extensive range of products and
services has been designed to give maximum value with the minimum of paperwork and
effort.
With over 9,800 offices and a presence in over 77 countries and territories
including the Asia-Pacific region, Europe, the Americas, the Middle East and Africa, and
with over 100 million customers, HSBC has the ability to take the business forward.
The following services are offered free of cost to business banking account holders
1. BUSINESS SERVICE ACCOUNT: Business Banking Account will enable customers to
receive credit of all their cash/cheque deposits along with inward remittances and make
all local payments and provide them access to its wide range of services for the
customer’s business requirements.
(a) 24 HOURS DEPOSITS: Customers may deposit upto BDT 50,000 cash per transaction
and any BDT amount in cheque 24 hours a day, 7 days a week through our ATM
Machines, conveniently located Sales and Service Centers. EasyPay Machines are also
available for deposit of BDT 50,000 cash per transaction and any BDT amount in cheque
to customer’s Business Banking account. Customers can use both ATM Machine and
EasyPay Machine at any available location FREE OF COST.
(b) 24 HOURS WITHDRAWALS: Customers can withdraw cash from any of the
conveniently located HSBC ATM Machines using their Business Banking Account ATM
Card at FREE OF COST.
Customer Satisfaction Level at HSBC Bangladesh: PAGE 6
(c) 24 HOURS BILL PAYMENTS: Paying bills any time of day and night has been made
as easy and accessible than ever before with HSBC Easy Pay Machines located at its
sales and service centers. Easy Pay Machines are available 7 days a week, 24 hours a day.
Through Easy Pay, both HSBC and Non - HSBC customers can make deposits and pay
their utility bills, HSBC Credit Card payments and etc. Customers (both HSBC and Non
– HSBC) can pay bills of:
A customer service representative is also available from 9:00am to 10:00pm, 7 days a
week, except government holidays, to assist customers to deposit cash/cheque and pay
their bills FREE OF COST.
(d) PHONE BANKING: Business Banking Account also provides access to accounts
through HSBC’s state of the art Phone Banking facilities. This is a secure, easy, efficient
system which allows to check account balance, order cheque books and much more 7
days a week, 24 hours a day FREE OF COST.
(e) HSBC CHEQUE BOOK: For payments to beneficiaries through your Business
Banking Account HSBC offers one account payee chequebook (50 cheque leaves) per
month FREE OF COST. You may receive additional chequebooks with a minimal
service fee.
(f) STATEMENTS VIA FAX: HSBC now offers the option of receiving statements via fax
everyday FREE OF COST.
Customer Satisfaction Level at HSBC Bangladesh: PAGE 7
A Business Banking customer may request for the following additional services:
(a) OD FACILITY: To ensure that cheques are honored when fund is not available, in
emergencies, Business Banking Account provides with an overdraft against 100% margin
of fixed deposit.
(b) INTERNET BANKING BY HSBCNET: Business Banking Account provides HSBCnet
Internet Banking service, to check balances, download statements and make payments
within HSBC accounts from ANY appropriate Internet enabled PC!
(c) TRADE SOLUTIONS: HSBC offers its global reach and local expertise in handling
trade business, including the complete range of services that would facilitates import and
export. These include:
IMPORT SERVICES: Issuance of Letter of Credits (Documentary Credits) and
other import services
EXPORT SERVICES: Electronic Documentary Credit Advising (EDCA) and other
export services
2. TREASURY:
HSBC is the leading market maker globally, quoting competitive prices in all
tradable currencies, and acting as a primary provider of liquidity to the market 24 hours a
day. Its dynamic Corporate and Institutional marketing teams provide up-to-date market
intelligence, advice and timely execution of deals to the customers throughout the trading
day, including the following:
(a) SPOT FOREIGN EXCHANGE: A spot contract is a binding obligation to buy or sell a
certain amount of foreign currency at the current market rate, for settlement in two
business days time.
Customer Satisfaction Level at HSBC Bangladesh: PAGE 8
(b) FORWARD FOREIGN EXCHANGE: A forward exchange contract (or forward
contract) is a binding obligation to buy or sell a certain amount of foreign currency at a
pre-agreed rate of exchange, on or before a certain date.
(c) COMPETITIVE FOREX RATES FOR REMITTANCES, EXPORT AND IMPORT: HSBC
in Dhaka offers competitive FX rates to the corporate and retail customers.
(d) WEEKLY CURRENCY NEWSLETTER: HSBC in Dhaka provides comprehensive
commentaries on recent market movements. This helps the customers to decide on
important Foreign Exchange and Money Market issues.
3. CORPORATE BANKING: HSBC have a full range of products and services, which
include:
(a) OVERDRAFT: A convenient and flexible form of short-term financing for routine
operating expenses and overheads of your company.
(b) IMPORT AND EXPORT LOANS: Loans against import are available to customers
when they purchase under Documentary Credit or Documentary Collections terms.
Pre-shipment finance is available to you to meet your working capital requirements.
Advances are granted upon production of a buyer's contract or export DC.
(c) DP/DA PURCHASE: A cash advance made to customers when they have exported
goods to a buyer through Documentary Collections, either on a Documents against
Acceptance (DA) or Documents against Payments (DP) basis.
(d) LONG-TERM LOANS: HSBC customizes a Term Loan to finance the fixed assets that
businesses need (such as land, new premises, equipment and machinery). It may be a
Greenfield project or an expansion of an existing plant that may be financed at
competitive floating rate of interest.
Customer Satisfaction Level at HSBC Bangladesh: PAGE 9
(e) Guarantees and Bonds: HSBC in Bangladesh issues a full range of Performance
Guarantees, Advance Payment Guarantees, Financial Guarantees and Bid bonds for
supporting the underlying business of customers. The availability of credit facilities is
subject to HSBC's Internal Credit guidelines and approval process.
4. TRADE SERVICES: HSBC provides the following Trade Services:
(a) EXPORT SERVICES: With over 9,500 offices in 79 countries and territories,
customers can be rest assured that an HSBC office is close to them, wherever they are
exporting to. HSBC is available to provide customers with advice on any aspect of their
trade document preparation and can also provide with working capital finance to assist to
source raw materials Export services include:
►Pre-shipment Finance
►Post- shipment Finance
►Documentary Credit Advising
(b) IMPORT SERVICES: With over 130 years of experience supporting importers
globally, HSBC is well positioned to fulfill trading needs. A full range of import services
handled by experienced staff is available, ensuring that import documents are processed
without delay. Import services include:
►Documentary Credits
►Import Collections
►Import Finance
►Shipping Guarantee
Customer Satisfaction Level at HSBC Bangladesh: PAGE 10
(c) TRADE EXPRESS: Trade features as an integral part of the Bangladesh economy and
this trend is set to continue. Competition in trade, however, continues to grow stiffer for
local customers (both domestically and internationally). In order to facilitate their
competitiveness, HSBC provide priority customers the ability to handle their transactions
more quickly, easily, and efficiently.
Trade Express is an umbrella service, which combines traditional trade products,
document delivery services, reinforced by HSBC's proprietary state of the art e-banking
(Hexagon and Electronic DC Advising), designed to provide tailored solutions for
priority customers from the convenience of their own office remote banking.
The benefits delivered by Trade Express are
Real-time intimation of Export Documentary Credit (DC) delivered to your email
account or fax number, along with a copy of the documentary credit enabling
faster and more accurate handling of exports.
Export transaction advices delivered to your desk through email or fax and import
transaction advices through Hexagon.
Online issuance and amendment of Import DCs from your office, reducing cost
and process time for you.
Online access to your Import and Export facility positions.
Real-time correspondence with the bank through Hexagon enabling you to
electronically present your requests and instructions in a secure and fast manner.
Extended counter hours and our commitment to quicker turnaround of
transactions.
Document pick up and delivery services.
Minimal documentation / sign up formality.
5. PAYMENTS AND CASH MANAGEMENT: These services include:
(a) ACCOUNT MANAGEMENT SERVICES: HSBC's Global Payments and Cash
Management services provide domestic and regional transaction solutions to blue-chip
Customer Satisfaction Level at HSBC Bangladesh: PAGE 11
companies throughout the world. Services include a comprehensive range of traditional
account and transaction services, augmented by its liquidity and financial management
techniques and delivered via its global electronic banking system, Hexagon.
It is committed to service excellence, with its reputation for stability and
understanding of the region has repeatedly been recognized through citations by major
business publications. With its local expertise in Bangladesh, HSBC is well versed in
local practices and regulations affecting the management of cash on a domestic and
regional basis.
(b) PAYMENT AND COLLECTION: Most corporate treasurers cannot afford to spend time
worrying about routine payments. HSBC in Bangladesh has the technology to put them in
better control of routine operations and has been successfully handling payment
requirements throughout the nation for its corporate clients. HSBC provides with
benefits, which include:
Reduction in payment time.
Availability of payment details through Hexagon.
Easy reconciliation of payments/receipts through Hexagon statement.
Centralization of control of payments.
Network coverage of almost 200 locations nation-wide.
Country-wide Collection: As receivable management is crucial to financial cycle,
HSBC has developed products to efficiently manage customers’ requirements and reduce
cost. The services and benefits include:
Cost reduction through efficient fund management.
Detailed MIS on cash collection, resulting in better management.
Account reconciliation done through Hexagon.
Centralization of control of all your cash and instruments.
Network coverage of almost 200 locations nation-wide.
Customer Satisfaction Level at HSBC Bangladesh: PAGE 12
Quicker cash collection into a central account, resulting in greater earnings.
(c) HEXAGON CHEQUE WRITER: The latest addition in the Payments and Cash
Management services is Hexagon Cheque Writer. It is a cheque writer product which is
also a built-in module of Hexagon, global electronic banking. It is designed to facilitate
corporate customers for preparing, printing and updating the PC ledger (ledger
maintained in cheque writer). Services and benefits include:
Preparation of cheques through Hexagon Cheque Writer.
Reconciliation of cheques at the Hexagon ledger.
Advice along with cheque leaves.
No further installation required since it is built in our Hexagon module.
Recurrent payments can be stored and printed.
Convenience of in-house cheque printing.
(d) ELECTRONIC BANKING: Provides access to customers’ account from their PC 24-
hours a day, 365 days a year from anywhere in the world with Hexagon
Cash Management Services: Hexagon offers comprehensive cash management services
in an easy-to-use and highly secure system. This provides customers timely and accurate
account information and gives total control over their finances.
Customers can pay to third parties at ease and can affect instant fund transfer between
their own accounts
Trade Services: Hexagon significantly reduces the documentation and physical delivery
required for trade finance, resulting in both faster and more accurate processing and
administration. It will reduce data entry and related errors and you can store frequently
used documentary credit (DC) in templates and recall them as needed to speed in your
processing.
Customer Satisfaction Level at HSBC Bangladesh: PAGE 13
Salary Payment: Salary payment to staff is at customers’ fingertips by using our MT_
100 module through Hexagon. Customers can import salary from their existing payroll
system and send it to bank through Hexagon. From these staff’s accounts are credited
immediately and error-free.
Information Services: Hexagon is essential in today's fast moving markets. Hexagon
provides a wide range of market information prepared by experts around the world,
enhancing opportunities for profit. Customers get precious metal prices, spot rates, stock
prices, index values and foreign exchange commentary everyday.
Report Writer: Hexagon report writer is a powerful and easy-to-use tool for accessing
and managing accounts, trade finance and security information. Report writer allows
customers to organize their accounts in a variety of ways of convenient and customized
reporting. It is easy to integrate with their current accounting package.
Offline Mode: Hexagon can be used offline to prepare payment instructions,
documentary credit application; customers can trace and send them at your convenient
time, cutting phone costs. Offline mode also reduces clerical work and speeds up their
office.
B. PERSONAL FINANCIAL SERVICES:
1. MANAGING MONEY:
(a) SAVINGS PLUS: With HSBC's Savings-Plus Account, customers can earn interest from
the account on a monthly basis rather than at the end of six months.
Benefits:
Interest will be paid at the end of each month instead of six months.
Free ATM card with daily withdrawal limit of BDT 50,000.
Free phone banking facilities.
Free personalized chequebook.
Monthly statements.
Customer Satisfaction Level at HSBC Bangladesh: PAGE 14
Eligibility:
Any resident Bangladeshi above 18 years of age is eligible to open a Savings-Plus
Account.
Terms and Conditions:
Minimum opening balance is BDT500,000
Interest payable only for balance of BDT 500,000 or above.
(b) CURRENT ACCOUNT: With an HSBC current account, making payments has never
been so simple. It includes the following services:
Easy Pay: Easy Pay machines offer customers and non-customers an easy, convenient
and quick way to make deposits, payments and instructions. The Easy Pay provides
services 24-hours a day, seven days a week.
ATM: Provides access to the account through an ATM card, without having to visit a
branch! Customers can access to their current account via ATM 24-hours a day, seven
days a week.
Phone Banking: HSBC Phone banking Service lets customers conduct banking
transactions - 24-hours a day, seven days a week, and 365 days a year
Personalized Chequebook: Current Account holders receive a free personalized
chequebook.
(c) SAVINGS ACCOUNT: HSBC Savings Account is a secure, rewarding and accessible
way to manage routine money matters effectively. It allows customers to complete any
number of transactions without charge, penalties or a reduction in credit interest. For
savings accounts HSBC neither have any ledger fee nor have limit on number of
transactions. It also provides ATM, Phone banking, & Personalized Chequebooks.
Interest rate structure encourages you to save. Interest is calculated daily and credited to
Customer Satisfaction Level at HSBC Bangladesh: PAGE 15
your account every 6 months. Minimum balance requirement is of BDT 50,000 to receive
daily interest.
(d) POWERVANTAGE: HSBC PowerVantage customers receive special and immediate
assistance at Bank branches, while a host of services ensures that customers control their
finances easily and efficiently. PowerVantage makes banking effortless, allowing
customers to get on with your busy day. It includes the following services:
Free Personal Accident Insurance Cover: PowerVantage customer receives accident
insurance cover for the amount of BDT 100,000. The Premium will be covered by the
Bank.
Endorsement of Foreign Currency: Customers can endorse foreign currency in their
passport against the travel quota absolutely free of charge.
Special Loan Rates: PowerVantage customers are entitled to special reduced rates on a
Personal Installment Loan and a discount on the processing fee for a Car Loan.
Auto sweep of Funds: To benefit from a higher rate of interest, customers can issue
standing instructions to have funds transferred between their current and savings accounts
and time deposits.
Standing Instructions: Customers can set up standing instructions of any fixed amount
to be paid to selected parties' accounts with HSBC, free of charge.
Special ATM Card: PowerVantage ATM Card provides a high cash withdrawal limit of
up to BDT 50,000 at any of HSBC's ATMs across Bangladesh.
Monthly Composite Statement: A monthly PowerVantage statement helps you keep
track of all your accounts with HSBC.
(e) HSBC SELECT: HSBC Select - a customized banking proposition offering exclusive
privileges and unrivalled personal attention. HSBC Select is designed to provide you with
Customer Satisfaction Level at HSBC Bangladesh: PAGE 16
a superior service offering, access to exclusive facilities, preferential pricing, convenient
services and personal attention, allowing you greater personal and financial freedom.
Key Features:
►Dedicated relationship managers: One-on-one assistance is available from a personal
relationship manager to manage customer’s financial requirements.
►Privileged access: Exclusive HSBC Select Centers offer a private lounge, reserved car
parking for customer’s convenience and priority service.
►International credit card: HSBC's International credit card (MasterCard) provides
customers flexibility and convenience while traveling internationally. The credit card
entitles exclusive discounts worldwide.
►Pre-approved overdraft facility: HSBC Select customers receive a pre approved,
unsecured overdraft facility to give them flexibility and help them meet any emergency
financing needs.
►A free HSBC global Select ATM card: This card is issued against resident foreign
currency deposit. It allows to access cash from over 800,000 ATMs around the world, 24
hours a day (subject to foreign exchange regulations). For Select customers, normal
transaction fees are waived.
►Improved pricing: Avails customers improved pricing on loan products, credit
facilities, remittance and other services.
►An integrated account statement: Provides customers with a consolidated update on
their total financial position.
►Emergency cash disbursement: Customers receive emergency cash at any HSBC
branch worldwide (subject to foreign exchange regulations).
Customer Satisfaction Level at HSBC Bangladesh: PAGE 17
►Waiver of fees: There will be no fees on purchase or sale of foreign currency, required
for travel purposes (limits apply).
►Commission free endorsement: There will be no commission charge on the
endorsement of foreign currency for self and spouse.
►Higher ATM limits: Customers enjoy a higher ATM withdrawal limit up to BDT
150,000 each day.
2. BORROWING MONEY:
(a) PERSONAL SECURED LOAN: A Personal Secured Loan is a fixed loan secured by
customer’s time deposit held with HSBC. The loan provides customers with the
flexibility to meet any emergency cash needs, so that they don't have to encash their high
yield investments.
Benefits:
Loan amount is up to 90% of the value of your taka time deposit or WEDBs or
80% of the value of your foreign currency time deposit or USDBs with minimum
loan amount of BDT90,000
Competitive interest rates
Processing fee - BDT1,000
Flexible repayment schedules ranging from 12 to 60 equal monthly installments
Partial prepayment and early settlement facilities
Automatic and free transfer of monthly installments from your savings account
without affecting the interest earned on that account.
Customer Satisfaction Level at HSBC Bangladesh: PAGE 18
Option of one time repayment at the end of loan tenure with discounted interest
rate is available.
(b) CREDIT CARD: HSBC's co-branded credit card with Prime Bank gives the freedom to
pay for goods and services without the hassle of carrying cash. The card is accepted at
shops, restaurants, hotels, airlines and travel agents, departmental stores, hospitals and
diagnostic centers, practically anywhere in Bangladesh displaying the MasterCard logo.
Features:
►Customers can enjoy between 20 to 50 days of interest free credit from the date of each
transaction;
►After receiving monthly statement, customers can either choose to pay full or a
minimum of 8% of the current balance shown in the statement or BDT 500 whichever is
higher;
►Interest is 2.5% per month and will be calculated on a daily basis;
►Credit limit range from BDT 50, 000 to BDT 200, 000;
►Annual fee is BDT 2, 000;
►Customers can get additional first supplementary card for free, with a
shared credit limit;
3. CUSTOMER SERVICE CENTERS: HSBC has a total of 6 service centers throughout the
country. They are located at:
►Dhanmondi: Mumtaz Plaza, House No. 07. Road No. 04, Ground floor, Dhanmondi
R/A, Dhaka 1205
►Banani: Sharif Plaza, 39 Kemal Ataturk Avenue, Banani, Dhaka 1213
Customer Satisfaction Level at HSBC Bangladesh: PAGE 19
►Uttara: House No. 41, Road No. 07, Sector No. 04, Uttara Model Town, Dhaka 1230
►Gulshan: House No. SWG-2 (Corner of Road No. 05, Gulshan Avenue, Dhaka 1212
►GEC Circle: Golden Plaza, 1692 CDA Avenue, East Nasirabad, Chittagong 4000
►Jamal Khan: Equity Millennium, 59 Jamal Khan Road, Chittagong
Features: These Customer Service Centers have the following services.
►Opening accounts.
►Applying for any of HSBC loan products and knowing detailed features of all the
products from HSBC Mobile Sales Officers (MSO) stationed at Customer Service
Centre;
►Using ATMs;
►Using Easy Pay Machine;
►Access to Call Centre;
►Access to Phone banking;
►Access to HSBC website;
Customer Satisfaction Level at HSBC Bangladesh: PAGE 20
1.4 OBJECTIVE & METHODOLOGY:
The objective of this study is to determine the customers’ satisfaction level at HSBC
Bangladesh
In order to conduct this study report both primary & secondary data have been utilized.
The secondary data have been collected from published literature, journals, company
information (web links), other related sources, etc. The primary data have been obtained
through interviewing 50 HSBC account holders of different profession & age group.
Interviewing has been conducted using a structured questionnaire containing 22 questions
representing the five dimensions of customer satisfaction measurement. A sample
Customer Satisfaction Level at HSBC Bangladesh: PAGE 21
questionnaire has been annexed in the appendix A. The time period of the study lies in
between 19 June 2007 to 17 July 2007.
1.5 LIMITATION OF THE STUDY:
The study report consists of few limitations:
►The report has been conducted within a limited time frame.
►The study is self financed.
►Only selected Branches have been considered for the study.
►Samples were selected conveniently.
►For the convenient of study non probability samples have been used.
►Amateur user of SPSS software for Data Analysis;
►The sample size does not represent the total population.
1.6 LITERATURE REVIEW:
Superior service quality is widely acknowledged as a driver of perceived value,
which, in turn, will enhance customer loyalty (Parasuraman and Grewal, 2000) and
improve the provider’s image, sales and profitability (Buzzell and Gale, 1987;
Gummesson, 1993). Therefore, the notion of service quality has been examined in
previous studies of various services offered by HSBC.
CUSTOMER SATISFACTION:
Customer Satisfaction Level at HSBC Bangladesh: PAGE 22
Customer satisfaction, a business term, is a measure of how products and services
supplied by a company meet or surpass customer expectation. It is seen as a key
performance indicator within business and is part of the four perspectives of a Balanced
Scorecard. In a competitive marketplace where businesses compete for customers,
customer satisfaction is seen as a key differentiator and increasingly has become a key
element of business strategy.
MEASURING CUSTOMER SATISFACTION:
Organizations are increasingly interested in retaining existing customers while
targeting non-customers; measuring customer satisfaction provides an indication of how
successful the organization is at providing products and/or services to the marketplace.
Customer satisfaction is an ambiguous and abstract concept and the actual manifestation
of the state of satisfaction will vary from person to person and product/service to
product/service. The state of satisfaction depends on a number of both psychological and
physical variables which correlate with satisfaction behaviors such as return and
recommend rate. The level of satisfaction can also vary depending on other options the
customer may have and other products against which the customer can compare the
organization's products.
Because satisfaction is basically a psychological state, care should be taken in the
effort of quantitative measurement, although a large quantity of research in this area has
recently been developed. Work done by Berry, Brodeur between 1990 and 1998 defined
ten 'Quality Values' which influence satisfaction behavior, further expanded by Berry in
2002 and known as the ten domains of satisfaction. These ten domains of satisfaction
include: Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-
departmental Teamwork, Front line Service Behaviors, Commitment to the Customer and
Innovation. These factors are emphasized for continuous improvement and organizational
change measurement and are most often utilized to develop the architecture for
satisfaction measurement as an integrated model. Work done by Parasuraman, Zeithaml
and Berry between 1985 and 1988 provides the basis for the measurement of customer
satisfaction with a service by using the gap between the customer's expectation of
Customer Satisfaction Level at HSBC Bangladesh: PAGE 23
performance and their perceived experience of performance. This provides the measurer
with a satisfaction "gap" which is objective and quantitative in nature. Work done by
Cronin and Taylor propose the "confirmation/disconfirmation" theory of combining the
"gap" described by Parasuraman, Zeithaml and Berry as two different measures
(perception and expectation of performance) into a single measurement of performance
according to expectation. According to Garbrand, customer satisfaction equals perception
of performance divided by expectation of performance.
The usual measures of customer satisfaction involve a survey with a set of statements
using a Likert Technique or scale. The customer is asked to evaluate each statement and
in term of their perception and expectation of the performance of the organization being
measured.
More than a decade ago, Parasuraman, Zeithaml and Berry (1988, 1991)
conducted extensive studies in different industries and developed the SERVQUAL
instrument: a 22-item scale with a set of service quality dimensions to quantify a
customer’s assessment of a company’s service quality. Five key dimensions of service
quality — reliability, responsiveness, assurance, empathy and tangibles — have been
identified and form the foundation on which a lot of other studies on service quality have
been built. SERVQUAL is widely recognized and used, and it is regarded as applicable to
a number of industries, including the banking industry (Yavas, Bilgin, Shemuell, 1997).
However, SERVQUAL has been subject to certain criticisms, including vagueness in the
definition of expectations, its dubious applicability in some industries (Teas, 1993), the
need for expectation measurement (Cronin and Tayer, 1992, 1994), and SERVQUAL’s
dimensionality (Carman, 1990). Moreover, the traditional service quality dimensions
cannot directly apply to Internet banking, because it represents a different and unique
service delivery process.
SERVQUAL:
The SERVQUAL instrument has been the predominant method used to measure
consumers’ perceptions of service quality. It has five generic dimensions or factors that
are stated as follows (van Iwaarden et al., 2003):
Customer Satisfaction Level at HSBC Bangladesh: PAGE 24
(1) Tangibles: Physical facilities, equipment and appearance of personnel;
(2) Reliability: Ability to perform the promised service dependably and accurately;
(3) Responsiveness: Willingness to help customers and provide prompt service;
(4) Assurance (including competence, courtesy, credibility and security): Knowledge
and courtesy of employees and their ability to inspire trust and confidence;
(5) Empathy (including access, communication, understanding the customer): Caring
and Individualized attention that the firm provides to its customers;
Service quality has been shown to be a significant predictor of behavioral
intentions, e.g. likelihood of recommending, repeat purchase, switching, and complaining
(Bitner, 1990). Woodside, Frey and Daly (1989) found that there is a significant
correlation between service quality and repurchase behavior in the health care industry.
Findings from Dabholkar (1996) indicate that customers’ feelings correlate positively
with the intention to use. In light of these findings, the present study investigates the
relationship between service quality, customer satisfaction and future consumption
behavior.
2.0 FINDINGS & ANALYSIS:
Descriptive of Appendix B shows the results of Customer Satisfaction level at HSBC
Bangladesh in terms of five dimensions, ‘Tangibles’, ‘Reliability’, ‘Brand
Responsiveness’, ‘Assurance’, and ‘Empathy’. Each dimension was measured averagely
on a seven point Likert scale. Based on perception, the elements those customers’ rates
are:
Tangibles:
Customer Satisfaction Level at HSBC Bangladesh: PAGE 25
Modern Looking Equipment (Mean= 4.22, Std. Dev=1.982)
Visually Appealing Physical Facilities (Mean= 3.86, Std. Dev= 2.129)
Neat Appearance of Employees (Mean= 3.94, Std. Dev= 1.570)
Appealing Appearance of Materials (Mean= 4.38, Std. Dev= 1.497)
Reliability:
Act according to Promises (Mean= 4.64, Std. Dev= 1.575)
Sincere Interest in Problem Solving (Mean= 4.50, Std. Dev= 1.919)
Performs the Service Right the First Time (Mean= 4.40, Std. Dev= 1.714)
Provides Services at the Time Promised (Mean= 5.00, Std. Dev= 1.512)
Insists on Error Free Records (Mean= 4.36, Std. Dev= 1.882)
Responsiveness:
Informs exactly when Services will be provided (Mean= 4.18, Std. Dev= 1.987)
Gives Prompt Services (Mean= 4.48, Std. Dev= 1.632)
Employees are Always Willing to Help (Mean= 4.44, Std. Dev= 1.728)
Never too Busy to Respond Customer Requests (Mean= 4.16, Std. Dev= 1.800)
Assurance:
Employees Behavior Instill Confidence in Customers (Mean= 4.52, Std. Dev= 2.102)
Customers Feel Safe in Transaction (Mean= 4.86, Std. Dev= 1.690)
Consistent Courtesy of Employees (Mean= 4.84, Std. Dev= 1.877)
Employees have the Knowledge to Answer Customers' Question (Mean= 4.92, Std. Dev=
2.029)
Empathy:
Gives Customers Individual Attention (Mean= 4.38, Std. Dev= 1.427)
Has Convenient Operating Hours for Customers (Mean= 4.34, Std. Dev= 1.710)
Has Employees to Give Customers Personal Attention (Mean= 3.84, Std. Dev= 1.845)
Has Best Interest of Customers at Heart (Mean= 3.96, Std. Dev= 2.176)
Employees Understand Specific Needs of Customers (Mean= 3.92, Std. Dev= 1.700)
Customer satisfaction level should be measured based on the customer’s perception of the
services offered & received. Customer perception of the services offered & received is a
significant determinant of Customer Satisfaction measurement. This perception may be
Customer Satisfaction Level at HSBC Bangladesh: PAGE 26
developed from past or present experience. The following table shows the mean &
standard deviation scores of each dimension of customer satisfaction level along with the
aggregate score of all dimensions.
Table 1: Showing the score of Perception Regarding Customer Satisfaction
Factors Mean STD. Deviation
Tangibles 4.10 1.794
Reliability 4.58 1.720
Responsiveness 4.31 1.786
Assurance 4.78 1.924
Empathy 4.08 1.431
Aggregate 4.37 1.731
Aggregate Customer Satisfaction Level score of HSBC Bangladesh is 4.37 which
indicate a satisfactory performance where satisfactory level is considered in between 4.00
to 4.50.
Moreover, HSBC has established a strong position in terms of Assurance & Reliability,
indicating that customers of HSBC are very much reliable on the services it provides.
Overall the customers have expressed positive perception in terms of tangibles,
responsiveness, and empathy.
The following figure shows the Means of Customer Satisfaction Level measuring
dimensions:
Customer Satisfaction Level at HSBC Bangladesh: PAGE 27
Customer Satisfaction Level at HSBC Bangladesh: PAGE 28
3.0 CONCLUSION & RECOMMENDATION:
From the above analyses, it is evident that HSBC has many positive features and the customers are mostly satisfies with the services offered. In spite of this fact, it has been observed that many customers are not aware of all sort facilities provided by HSBC.
Though this study can’t provide conclusive evidence to determine particular courses of action and further research will be required to provide conclusive evidence. But the management of HSBC should consider the findings and take all necessary steps for further research and if they think that the customers of HSBC are homogeneous in their choice and preferences, they may consider the following recommendations to gain more customer base and achieve more customer satisfaction along with maintaining existing customers’ delights
► The Management of HSBC should conduct more product & services awareness campaign.
► The HSBC Management should critically evaluate the deviation in means in order to create balance in all dimensions of customer satisfaction measurement tools.
►They should increase the level of providing personal attention to individual customers.
Customer Satisfaction Level at HSBC Bangladesh: PAGE 29
REFERENCE:
►HSBC Group, A brief History, available at www.hsbc.com;
►Raihan, A. (1999), “Status of Banking Technology in Bangladesh,” A Seminar Paper presented in BIBM, July 1999;
►Rahman, M. M. (2003), “Present Status of E-Banking in Bangladesh,” Journal of the Institute ofBankers, Bangladesh (IBB), Vol, 50, No. 1 (June): 101-113;
►The HSBC Business Profile, available at: www.hsbc.com/businessprofiles;
►A Framework for Determining and Prioritizing Critical Factors in Delivering Quality Services, Dr. Arash Shahin, Department of Management, University of Isfahan, Iran
►Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994), "Reassessment of expectations as a comparison standard in measuring service quality: implications for future research", Journal of Marketing, Vol. 58, pp. 111-124.
►Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank, Karin Newman, Professor, Middlesex University Business School, London, UK
Customer Satisfaction Level at HSBC Bangladesh: PAGE 30
APPENDIX: A
[Questionnaire]
Age: [18-25] [26-33] [33-50] [50-above] Gender: [Male] [Female]
Profession: [Business] [Service Holder] [Student]
Please show the extent to which you believe HSBC has the feature described in the statement. Write number that best shows your perceptions.
[ Strongly Disagree ] [ Strongly Agree ]---------------------------------------------------------------------------------------------------------
1 2 3 4 5 6 7
1. HSBC has modern looking equipment.
[ ]12. Employees in HSBC are always willing to help you.
[ ]
2. HSBC’s physical facilities are visually appealing. [ ]
13. Employees in HSBC are never too busy to respond to your request.
[ ]
3. HSBC’s reception desk employees are neat appearing. [ ]
14. The behavior of employees in HSBC instills confidence in you.
[ ]
4. Materials associated with the service (such as pamphlets or statements) are visually appealing at HSBC.
[ ]
15. You feel safe in your transactions with HSBC.
[ ]
5. When HSBC promises to do something by a certain time, it does so.
[ ]16. Employees in HSBC area consistently courteous with you. [ ]
6. When you have a problem, HSBC shows a sincere interest in solving it.
[ ]17. Employees in HSBC have the knowledge to answer your questions.
[ ]
7. HSBC performs the service right the first time.
18. HSBC gives you individual attention.
8. HSBC provides its service at the time it promises to do so.
[ ]19. HSBC has operating hours convenient to all its customers.
[ ]
9. HSBC insists on error free records
[ ]20. HSBC has employees who give you personal attention.
[ ]
Customer Satisfaction Level at HSBC Bangladesh: PAGE 31
10. Employees in HSBC tell you exactly when services will be performed.
[ ]21. HSBC has your best interest at heart. [ ]
11. Employees in HSBC give you prompt service.
[ ]22. The employees of HSBC understand your specific needs.
[ ]
Thank you very much for your time, cooperation & patience*****************************************************
Customer Satisfaction Level at HSBC Bangladesh: PAGE 32
APPENDIX: B
[SPSS Analyzed Data]
FREQUENCIES:
Statistics
Gender Type Occupation Age Group
N Valid 50 50 50
Missing 0 0 0
FREQUENCY TABLE
Gender Type
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid Male 31 62.0 62.0 62.0
Female 19 38.0 38.0 100.0
Total 50 100.0 100.0
Occupation
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid Businessman 17 34.0 34.0 34.0
Service Holder 19 38.0 38.0 72.0
Student 14 28.0 28.0 100.0
Total 50 100.0 100.0
Customer Satisfaction Level at HSBC Bangladesh: PAGE 33
Age Group
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid 18-25 13 26.0 26.0 26.0
26-33 17 34.0 34.0 60.0
33-50 16 32.0 32.0 92.0
50-Above 4 8.0 8.0 100.0
Total 50 100.0 100.0
The following Graph shows the Frequencies of Samples in terms of Gender, Age
Group, and Occupation.
Customer Satisfaction Level at HSBC Bangladesh: PAGE 34
FemaleMaleGender Type
30
20
10
0
Fre
qu
enc
y
Gender Type
Customer Satisfaction Level at HSBC Bangladesh: PAGE 35
50-Above33-5026-3318-25
Age Group
20
15
10
5
0
Fre
qu
enc
y
Age Group
StudentService HolderBusinessmanOccupation
20
15
10
5
0
Fre
qu
enc
y
Occupation
DESCRIPTIVE:
Descriptive Statistics
N Minimum Maximum MeanStd.
Deviation
[ Tangibles ]
Modern Looking Equipment 50 1 7 4.22 1.982
Visually Appealing Physical
Facilities50 1 7 3.86 2.129
Neat Appearance of Employees 50 2 7 3.94 1.570
Appealing Appearance of Materials 50 1 7 4.38 1.497
[ Reliability ]
Act according to Promises 50 2 7 4.64 1.575
Sincere Interest in Problem Solving 50 1 7 4.50 1.919
Performs the Service Right the First
Time50 1 7 4.40 1.714
Provides Services at the Time
Promised50 2 7 5.00 1.512
Insists on Error Free Records 50 1 7 4.36 1.882
[ Responsiveness ]
Informs Exactly when Services will
be Provided50 1 7 4.18 1.987
Gives Prompt Services 50 2 7 4.48 1.632
Employees are Always Willing to
Help50 1 7 4.44 1.728
Never too Busy to Respond
Customer Requests50 1 7 4.16 1.800
Customer Satisfaction Level at HSBC Bangladesh: PAGE 36
[ Assurance ]
Employees Behavior Instill
Confidence in Customers50 1 7 4.52 2.102
Customers Feel Safe in Transaction 50 2 7 4.86 1.690
Consistent Courtesy of Employees 50 1 7 4.84 1.877
Employees have the Knowledge to
Answer Customers' Question50 2 7 4.92 2.029
[ Empathy ]
Gives Customers Individual
Attention50 1 7 4.38 1.427
Has Convenient Operating Hours for
Customers50 1 7 4.34 1.710
Has Employees to Give Customers
Personal Attention50 1 7 3.84 1.845
Has Best Interest of Customers at
Heart50 1 7 3.96 2.176
Employees Understand Specific
Needs of Customers50 1 7 3.92 1.700
Valid N (listwise) 50
Customer Satisfaction Level at HSBC Bangladesh: PAGE 37
CROSSTABS:
Case Processing Summary
Cases
Valid Missing Total
N Percent N Percent N Percent
Age Group *
Gender Type *
Employees are
Always Willing to
Help
50 100.0% 0 .0% 50 100.0%
Age Group * Gender Type * Employees are Always Willing to Help Crosstabulation
Count
Employees are
Always Willing
to Help Gender Type Total
Male Female
Strongly
Disagree
Age
Group
33-50
3 3
Total 3 3
Moderately
Disagree
Age
Group
26-332 2
33-50 2 2
Total 4 4
Somehow
Disagree
Age
Group
26-332 5 7
33-50 2 0 2
Total 4 5 9
Customer Satisfaction Level at HSBC Bangladesh: PAGE 38
Neutral Age
Group
18-250 3 3
26-33 3 0 3
33-50 2 0 2
Total 5 3 8
Somehow Agree Age
Group
18-253 3
26-33 3 3
50-
Above4 4
Total 10 10
Moderately
Agree
Age
Group
18-250 5 5
26-33 2 0 2
33-50 0 3 3
Total 2 8 10
Strongly
Disagree
Age
Group
18-250 2 2
33-50 3 1 4
Total 3 3 6
Customer Satisfaction Level at HSBC Bangladesh: PAGE 39
T-TEST:
Group Statistics
Gender
Type N Mean
Std.
Deviation
Std.
Error
Mean
Modern Looking
Equipment
Male 31 4.03 2.373 .426
Female 19 4.53 1.073 .246
Visually Appealing
Physical Facilities
Male 31 3.94 1.931 .347
Female 19 3.74 2.469 .566
Neat Appearance of
Employees
Male 31 4.00 1.506 .270
Female 19 3.84 1.708 .392
Appealing Appearance
of Materials
Male 31 4.06 1.590 .286
Female 19 4.89 1.197 .275
Act according to
Promises
Male 31 4.90 1.758 .316
Female 19 4.21 1.134 .260
Sincere Interest in
Problem Solving
Male 31 4.94 1.825 .328
Female 19 3.79 1.903 .436
Performs the Service
Right the First Time
Male 31 4.39 1.476 .265
Female 19 4.42 2.090 .479
Provides Services at
the Time Promised
Male 31 4.81 1.662 .298
Female 19 5.32 1.204 .276
Insists on Error Free
Records
Male 31 4.13 2.125 .382
Female 19 4.74 1.368 .314
Informs Exactly when
Services will be
Provided
Male 31 4.35 2.009 .361
Female19 3.89 1.969 .452
Gives Prompt Services Male 31 4.45 1.729 .311
Female 19 4.53 1.504 .345
Customer Satisfaction Level at HSBC Bangladesh: PAGE 40
Employees are Always
Willing to Help
Male 31 4.06 1.750 .314
Female 19 5.05 1.545 .354
Never to Busy to
Respond Customer
Requests
Male 31 4.84 1.594 .286
Female19 3.05 1.580 .363
Employees Behavior
Instill Confidence in
Customers
Male 31 4.61 2.305 .414
Female19 4.37 1.770 .406
Customers Feel Safe in
Transaction
Male 31 4.52 1.730 .311
Female 19 5.42 1.502 .345
Consistent Courtesy of
Employees
Male 31 4.23 1.839 .330
Female 19 5.84 1.500 .344
Employees have the
Knowledge to Answer
Customers' Question
Male 31 5.23 1.820 .327
Female19 4.42 2.293 .526
Gives Customers
Individual Attention
Male 31 4.48 1.411 .253
Female 19 4.21 1.475 .338
Has Convenient
Operating Hours for
Customers
Male 31 4.16 1.369 .246
Female19 4.63 2.166 .497
Has Employees to Give
Customers Personal
Attention
Male 31 4.45 1.804 .324
Female19 2.84 1.463 .336
Has Best Interest of
Customers at Heart
Male 31 4.55 2.307 .414
Female 19 3.00 1.563 .359
Employees Understand
Specific Needs of
Customers
Male 31 4.03 1.941 .349
Female19 3.74 1.240 .285
Customer Satisfaction Level at HSBC Bangladesh: PAGE 41
Independent Samples Test
Levene's Test for Equality of Variances t-test for Equality of Means
F Sig. t dfSig. (2-tailed)
Mean Difference
Std. Error Difference
95% Confidence
Interval of the Difference
Lowe
rUppe
rModern Looking Equipment
Equal variances assumed
21.005
.000 -.853 48 .398 -.494 .579-
1.659.671
Equal variances not assumed
-1.004
45.010
.321 -.494 .492-
1.486.497
Visually Appealing Physical Facilities
Equal variances assumed
5.587 .022 .317 48 .752 .199 .626-
1.0601.457
Equal variances not assumed
.29931.386
.767 .199 .664-
1.1551.552
Neat Appearance of Employees
Equal variances assumed
.363 .550 .342 48 .734 .158 .462 -.770 1.086
Equal variances not assumed
.33234.524
.742 .158 .476 -.809 1.125
Appealing Appearance of Materials
Equal variances assumed
1.856 .179-
1.95848 .056 -.830 .424
-1.683
.022
Equal variances not assumed
-2.095
45.830
.042 -.830 .396-
1.628-.033
Act according to Promises
Equal variances assumed
4.534 .038 1.530 48 .133 .693 .453 -.217 1.603
Equal variances not assumed
1.69347.822
.097 .693 .409 -.130 1.515
Sincere Interest in
Equal variances
.025 .876 2.121 48 .039 1.146 .540 .060 2.232
Customer Satisfaction Level at HSBC Bangladesh: PAGE 42
Problem Solving
assumed
Equal variances not assumed
2.10036.964
.043 1.146 .546 .040 2.252
Performs the Service Right the First Time
Equal variances assumed
2.410 .127 -.067 48 .947 -.034 .505-
1.049.981
Equal variances not assumed
-.06229.056
.951 -.034 .548-
1.1541.087
Provides Services at the Time Promised
Equal variances assumed
4.697 .035-
1.16048 .252 -.509 .439
-1.392
.373
Equal variances not assumed
-1.252
46.516
.217 -.509 .407-
1.328.309
Insists on Error Free Records
Equal variances assumed
7.829 .007-
1.11148 .272 -.608 .547
-1.708
.492
Equal variances not assumed
-1.230
47.836
.225 -.608 .494-
1.601.386
Informs Exactly when Services will be Provided
Equal variances assumed
1.101 .299 .792 48 .432 .460 .581 -.708 1.628
Equal variances not assumed
.79638.817
.431 .460 .578 -.710 1.630
Gives Prompt Services
Equal variances assumed
.939 .337 -.156 48 .877 -.075 .480-
1.040.891
Equal variances not assumed
-.16142.305
.873 -.075 .464-
1.011.862
Employees are Always Willing to Help
Equal variances assumed
.001 .972-
2.02448 .049 -.988 .488
-1.970
-.006
Equal variances not assumed
-2.086
41.901
.043 -.988 .474-
1.944-.032
Customer Satisfaction Level at HSBC Bangladesh: PAGE 43
Never to Busy to Respond Customers Requests
Equal variances assumed .023 .881 3.859 48 .000 1.786 .463 .855 2.717
Equal variances not assumed
3.86738.468
.000 1.786 .462 .851 2.721
Employees Behavior Instill Confidence in Customers
Equal variances assumed 2.748 .104 .396 48 .694 .244 .618 -.998 1.487
Equal variances not assumed
.42245.414
.675 .244 .580 -.923 1.412
Customers Feel Safe in Transaction
Equal variances assumed
.874 .354-
1.88548 .066 -.905 .480
-1.870
.061
Equal variances not assumed
-1.950
42.351
.058 -.905 .464-
1.841.031
Consistent Courtesy of Employees
Equal variances assumed
1.401 .242-
3.22648 .002
-1.616
.501-
2.624-.609
Equal variances not assumed
-3.388
44.011
.001-
1.616.477
-2.578
-.655
Employees have the Knowledge to Answer Customers' Question
Equal variances assumed
5.492 .023 1.374 48 .176 .805 .586 -.373 1.983
Equal variances not assumed
1.29931.752
.203 .805 .619 -.457 2.067
Gives Customers Individual Attention
Equal variances assumed
.071 .790 .654 48 .516 .273 .418 -.568 1.114
Equal variances not assumed
.64736.896
.522 .273 .423 -.583 1.130
Has Equal 8.941 .004 -.943 48 .350 -.470 .499 - .532
Customer Satisfaction Level at HSBC Bangladesh: PAGE 44
Convenient Operating Hours for Customers
variances assumed
1.473
Equal variances not assumed
-.84826.923
.404 -.470 .554-
1.608.667
Has Employees to Give Customers Personal Attention
Equal variances assumed
2.494 .121 3.279 48 .002 1.610 .491 .623 2.596
Equal variances not assumed
3.45044.173
.001 1.610 .467 .669 2.550
Has Best Interest of Customers at Heart
Equal variances assumed
9.895 .003 2.580 48 .013 1.548 .600 .342 2.755
Equal variances not assumed
2.82547.424
.007 1.548 .548 .446 2.651
Employees Understand Specific Needs of Customers
Equal variances assumed 6.212 .016 .592 48 .556 .295 .499 -.707 1.298
Equal variances not assumed
.65747.873
.515 .295 .450 -.609 1.200
Customer Satisfaction Level at HSBC Bangladesh: PAGE 45