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Marketing Research Paper PresentationTo Identify The Quality Service Gaps In Banking Sector, A Comparative Study of Domestic & Foreign Banks.

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Presented To:Sir. Akram Naseem

Presented By:Ali Zulfiqar

Haris Mumtaz

Arsalan Jaan

Usman Tahir

Asadul Bashir

Ali Mukhtar

Javed Iqbal

3Objectives

• Best Service• Build Better Services• Weakness of Banking Sector Among Services.• Local or Foreign Banks Need Changes in their Services.• What A Customer Want in Services• Local & Foreign Banks?

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Introduction (Banking Sectors) Domestic Banks

Allied Bank of Pakistan Askari Commercial Bank Bank al Habib Faysal Bank First Women Bank Habib Bank LTD KASB Bank Muslim Commercial Bank

My Bank National Bank of

Pakistan Punjab Provincial

Cooperative Bank Silk Bank The Bank of Khyber United Bank Limited

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Introduction (Banking Sectors) Foreign Banks

• Standard Charted Bank Limited

• Al Baraka Islamic Bank

• Citi Bank• Doha Bank

• HSBC• Burj Bank Limited• Barclays• Deutsche Bank • The Bank of Tokyo

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Introduction (Banking Sectors)

• Concept of Banking Italian word “Banco” which means “money changer’s place”.

• The first formal bank was formed in 1406 in the very same Italy.

• Major Aim Satisfaction (depositors and the borrowers)

profits and lucrative services.

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Introduction (Banking Sectors)

• Banking industry of Pakistan improving agricultural Industrial sector According to SBP’s policy, every bank is bound

to open its 20% branches in the rural areas. Decisions like these will certainly uplift the

agricultural and industrial units and will attract investors.

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History (Pakistan Banking Sector)

• Quaid e Azam Muhammad Ali Jinnah inaugurated State Bank of Pakistan on 1st July 1948

• In the denomination of Rs 5, Rs 10, Rs 100, first Pakistani Ruppes note were issued in October 1948

• National Bank was formed in 1949• Muslim Commercial bank was formed in 1957.

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History (Pakistan Banking Sector)

• United Bank Limited and Eastern Mercantile Bank was formed between (1959-60)

• 1961, agricultural Bank of Pakistan and Agricultural Development Finance Corporation were merged to form ADBP (Agricultural development bank of Pakistan).

• Pakistan Industrial Credit and Investment corporation (PICIC) was formed in October 1957.

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History (Pakistan Banking Sector)

• 1st July 1974, banking industry in Pakistan was nationalized.

• Denationalized After 16 Years.• 80% of the banking sector’s assets are now held by

private sector.• In 90’s Government Sealed the Foreign Currency

Account.• According to SBP Policy, Government Can’t Interfere in

Banking Sector.

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Services (Banking Sector)

• E-Banking • ATMs • Mobile Phone

Banking• Credit Cards• Travel Check• Transfer Money

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Literature Review

• Kiani, Adiqa (2005) Domestic banks operating less efficient than foreign. (Pakistan)

• M.Usman & Mahmood Faiq et al (2010) commercial banks operating 2001-2008 technical efficiency of banks.

• Hafeez-Ur-Rehman & Ahmed, Saima (2008) Customer Services Convenience Online banking Bank environment.

13Questionnaire

• Customer Service Representatives / Teller • Supervisors/Management:• Branch Facilities:• Statement, Online & Mailed

Documentation:• Loan/Mortgages:• Mutual Funds:• Telephone Inquiries:

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Thank You So Much

Questions & Answers