Report on Measuring Customer Satisfaction at HSBC Bangladesh

8/12/2019 Report on Measuring Customer Satisfaction at HSBC Bangladesh

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Internship Report

On

Measuring Customer Satisfaction at

HSBC, Bangladesh

Submitted by

WWW.ASSIGNMN!"#IN!.C#M

www.AssignmentPoint.com


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This report has been prepared as a requirement of the internship program. The report

has been titled as Measuring Customer Satisfaction at HSC! angladesh". The

reason behind choosing this topic is that! recentl# HSC angladesh has gi$en

emphasis on better customer ser$ice and more customer satisfaction and thus the

customer ser$ice officer wants to get an idea of the current le$el of customer

satisfaction at HSC. The# ha$e also started M#ster# Shoppers% program to &now the

emplo#ees ratings so that the# can enhance their efficienc# towards customers. The

researcher had the opportunit# to collect the latest data and had e'perience to be more

in$ol$ed with the customers through her internship in the customer ser$icesdepartment of the ban&. (nder the super$ision of Customer Ser$ice )epartment

Manager Mr. Par$e* Hasan and all the Customer Ser$ices +fficer! an intern can get

the idea wh# customers prefer or lea$e HSC.

1.1 Objectives of the Study

The research was conducted to find out the le$el of significance the customers of

HSC put across $arious ser$ice le$el attributes and also to determine how wellHSC was satisf#ing the customers on those ser$ice grounds. The specific ob,ecti$es

are gi$en below-

To e'plain the meaning of customer satisfaction.

To understand the need of customer satisfaction.

To pro$ide information on HSC angladesh! determine most important

attributes of ser$ice qualit#! identif# the most satisfied demographic

segments! determine relation between complaint resolution and satisfaction

etc.

To anal#*e the effecti$eness of HSC%s customer ser$ices and satisfaction.

To find out the facilities pro$ided b# HSC to its consumer and how the

facilities were percei$ed.

To identif# the problem for finding out the reason of limit client.

1.2 Scope of the Study



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The area of operation that has been co$ered means the total possible co$erage is the

scope. The report pro$ides a scope of gathering data from different sources. This

report co$ers in general customer ser$ice and satisfaction of HSC in angladesh. t

also includes the organi*ational structure and polic# of HSC angladesh and

in$estigating the strategies applied b# HSC for customer satisfaction. The scope of

this report is limited to the o$erall description of the compan#! personal asset-

products! organi*ational setup! its ser$ices! and its position in the industr# and its

mar&eting strategies.

1.3 Hypothesis

The ser$ices that customers place most importance in are well satisfied b# HSC!

angladesh.

1.4 Methodology

n this stud#! e'plorator# research was conducted to find out and understanding of the

o$erall ban&ing industr# and also to determine some of the attributes of ser$ice

qualit# in an&s. Sample was collected from the personal account holder and

corporate clients of HSC. /or e'plorator# research! managers! e'ecuti$es! customers

of HSC angladesh were inter$iewed. /or conclusi$e research indi$idual customers

of HSC were targeted for the research.

1.4.1 Sources of !t!

Two Sources 0Primar# data and Secondar# data of data ha$e been collected for the

research wor&. The# are described briefl# 2

1.3.1.1 "ri#!ry !t!

Primar# data was collected b# $ariet# of wa#s! first of all b# inter$iewing emplo#ees

and managers of HSC and directl# communicating with the customers. 4uandaries



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chec& has been prepared to minimi*e the as&ing time. 4uestionnaire sur$e# of the

customers minimi*ing interruptions in their ban&ing acti$ities has also been

conducted. Primar# data were mostl# deri$ed from the discussion with the emplo#ees

5 through sur$e#s on customers of the ban&. Primar# data is under consideration in

the following manner6

/ace to face con$ersation with the emplo#ees.

# inter$iewing customers at HSC! Main +ffice

Sending questionnaire to the customer b# sales officer.

1.3.1.7 Second!ry !t!

)ifferent t#pes of secondar# data in the research ha$e been elaborated. Sources of

secondar# data can be defined as internal sources and e'ternal sources. The internal

and e'ternal sources are gi$en below6

Intern!l Sources

nternal sources includes-

Prior research report

8roup usiness Principal manual

8roup nstruction Manual 5 usiness nstruction Manual

an&9s Annual :eport.

An# information regarding the an&ing sector

$%tern!l Sources

;'ternal sources includes-

)ifferent boo&s and periodicals related to the ban&ing sector.

nternet browsing.


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)ata collecting instruments consists of in-depth inter$iew and questionnaire sur$e#.

/or in depth inter$iew managers and e'ecuti$es of different departments were

approached and for the questionnaire sur$e# part one set of questionnaire was

prepared for collecting crucial information and in the questionnaire data was sought

from $arious users.

1.4.2.1 In epth Intervie'n-depth inter$iews were carried out with managers! e'ecuti$es and officers of the

department of CS)! P/S of HSC for the information.

1.4.2.2 (uestionn!ire Survey

+ne set of questionnaire was used to collect primar# information for the stud#. ;$er#

attempt was made to ma&e the questionnaire all inclusi$e i.e. all possible answers

were gi$en in the questionnaire. n the questionnaire data was sought from $arious

users regarding their le$els of satisfaction on $arious issues! opinion regarding the

positi$e and uncomfortable features of HSC etc.

1.4.3 Method !nd Si)e

/or the purpose of getting better result! simple random sampling technique during the

sur$e# of this pro,ect was adopted where customers were gi$en copies of the

questionnaire and were as&ed to fill them. Continuous support was gi$en to the

customers for an# problems that the# faced while filling up questionnaire so that the

$alidit# of the questionnaire increases. As the Simple :andom Sampling is easil#

understood and results are pro,ect able it is best suited for the stud#.

$%plor!tory Rese!rch$ )uring this phase of the research! a group of => people

were selected. This group included ? managers! 1> emplo#ees and 1? customers

of HSC.

&onclusive Rese!rch* n this part of the research sur$e#ed a total of 1>>

customers with the help of a structured questionnaire.

1.+ ,i#it!tions of the Study



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The research wor& was basicall# based on interpreting primar# data. Secondar# data

also needed for anal#*ing future plans! but for the purpose of the betterment of the

present position of customer ser$ice. Though it was tried hardl# to produce a

comprehensi$e and well organi*ed report on the Measuring Customer Satisfaction at

HSC" some limitations were #et present.

The sur$e# was limited to the customers of Personal an&ing di$ision

and does not co$er the organi*ational or corporate customers of HSC.

Part on organi*ational culture was written from indi$idual%s perception

and ma# $ar# from person to person.

The information regarding the competitors is difficult to get

@arge-scale research was not possible due to constraints and

restrictions posed b# the organi*ation.

n man# cases! up to date information is not published.

8etting :ele$ant papers and documents were strictl# prohibited.

Man# procedural matters were conducted directl# in the operations b#

the top management le$el! which ma# also ha$e some sort of

restrictions.

To protect the organi*ational loss in regard of maintaining

confidentialit#! some parts of the report are not in depth.

1.- St!tistic!l ools !nd echni/ues(sing the e'plorator# and conclusi$e research! the obtained data were anal#*ed and

interpreted b# using statistical tools such as /requenc# )istribution! Percentage

anal#sis! Means! Correlation and Cross tabulations. The data obtained from the sur$e#

were grouped into two ma,or categories. The# are- importance 5 satisfaction. After

that an o$erall $ariance between the customer e'pectations and perceptions are

measured to determine the gap between ser$ice le$els. Then the data were presented

through a numerical and graphical presentation using the abo$e statistical tools. asedon these figures and findings recommendations were made out to impro$e the o$erall



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satisfaction of the ban&. Some tables and diagrams were used to e'press information

in concise form.

an&ing Sector in angladesh and HSC 2 The

orld%s @ocal an&

2

2.1 efinition of 0!n

hoe$er! being an indi$idual firm! compan# or corporation generall# deal in the

business of mone# and credit is called a ban&. n our countr#! an# institution whichaccepts for the purpose of lending or in$estment deposits of mone# from public!



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repa#able on demand or otherwise! and with transferable b# chec&s draft order 5

otherwise is called a ban&.

The purpose of an&ing is to ensure transfer of mone# from surplus unit to deficit

units. an&s in all countries wor& as the repositor# of mone#. The owners loo& for

safet# and amount of interest for their deposits with an&s. ;ntrepreneurs tr# to

obtain mone# from the ban&s as wor&ing capital and for long-term in$estment. These

entrepreneurs welcome effecti$e and forward-loo&ing ad$ice for in$estment. an&ing

sector thus owe a great deal to the deposit holders on the one hand and the

entrepreneurs on the other. The# are e'pected to pla# the role of friend! philosopher!and guide for the deposit holders and the entrepreneurs.

Since liberation! angladesh passed through fragile phases of de$elopment in the

an&ing sector. The nationali*ation of an&s in the post liberation period was

intended to safe the institutions and the interest of the depositors. Those handling the

ban&ing sector ha$e borne the burden of putting ban&s on reliable footings. )espite all

that was done! some elements of irregularities appeared. ith the assertion of the roleof the Central an&! the angladesh an& started adopting measures for putting

ban&ing institutions on right trac&. Bet the preponderance of public sector

management of ban&s left some negati$e effects in the mone# mar&et in particular and

the econom# in general. The agilit# among the borrowers manipulates the ban&ing

sector as a whole. n effect! a default culture! among other effects! appeared on the

scene.

The opening of pri$ate and foreign participants to the ban&ing sector was intended to

obtain desirable results from ban&ing. The authori*ation of pri$ate ban&s was

designed to create competition among the ban&s and competition in the form of

efficienc# within and the producti$it# in enterprises funded b# ban&s. (nfortunatel#!

for the people! at large! ban&ing sector is #et to obtain the credit for efficienc#!

credibilit#! and growth.



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The cle$er! among the user of ban&ing ser$ices! ha$e influenced the management of

ban&s! for obtaining short term and long-term loans. The# sometimes showed inflated

equit# to get mone# for in$estment in businesses and industr#. /ew di$erted their loan

mone# to purposes different from the loan proposals! and in$ested in non-profitable

units ha$e failed to repa# their loans to the ban&s. /or this reason new entrepreneurs

are not getting capital while defaulting entrepreneurs ha$e started obtaining either

relief in the form of rescheduling of the repa#ment program or additional ine$itable

mone# for di$ersified units.

2.2 0!ning in 0!ngl!desh

an&ing is the bac&bone of national econom#. All sorts of economic and financial

acti$ities re$ol$e round the a'is of the ban&. As the industr# produces goods and

commodities! so does the ban& creates and controls mone# mar&et and promotes

formation of capital. /rom this point of $iew! ban&ing-a technical profession- can be

termed as industr#. Ser$ices to its customers are the products of ban&ing industr#

besides being a pi$otal factor in promoting capital formation in the countr#. As all

economic and fiscal acti$ities re$ol$e round this important 9ndustr#9! the role ofban&ing can hardl# be o$er emphasi*ed.

Circumstances being such! it becomes imperati$e to find out the role that now pla#ing

in the countr# and anal#*e its operational aspects so as to ascertain the importance of

this delicate financial sector and its o$er all impact on our national econom#. To

ascertain the role of ban&s and to anal#*e its operational aspects and its o$erall impact

on our national econom# a through stud# as to its distribution! e'pansion and

contribution is essential to comprehend its past! present and future bearings for the

growth and de$elopment of the ban&ing sector of the countr#. n the global conte't!

the role of ban&s is far - reaching and more penetrating in the economic and fiscal

discipline! trade! commerce! industr#! e'port and import- all carried through the ban&.

an&s are the onl# media through which international trade and commerce emanate

and entire credit transactions! both national and international.

2.3 pprov!l of e' 0!ns



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+pening of the recentl# permitted new ban&s! without implementation of the needed

reforms! could lead to unethical competition and horse- trading in the countr#9s

troubled ban&ing sector! according to the ban&ers.

;ntr# of new ban&s in the mar&et under the present situation will lead to unethical

competition and horse-trading in the ban&ing sector. The problems li&e non-

performing loans in the sector ma# also worsen. The si*e of the mar&et and the

present state of economic acti$it# did not pro$ide adequate scope for business for a

large number of ban&s with poor management and outdated operating s#stems. This

would ob$iousl# lead to unethical practices in the sector. Adding the lac& of s&illedhands at the top and mid-le$el management of ban&s could also result in horse-

trading.

Mr. @utfar :ahman Sar&ar! ;'-go$ernor angladesh an& echoed his $iews and said

Allowing the new ban&s! without restoring discipline and resol$ing their numerous

problems! will create unhealth# atmosphere and unethical ban&ing in the whole

countr#. The ban&s would ob$iousl# resort to unethical means of capturing orretaining business! such as undercutting interest or bribing official to attract

go$ernment deposits. These would $itiate the atmosphere of the ban&ing sector.

A top official of another multinational ban& said appro$al of the new ban&s b# the

go$ernment was against the global trend. hen the global trend is merger and

acquisition of the small business entities! the go$ernment is permitting numerous new

ban&s.

/oreign ban&s were all prepared to snatch the countr#9s limited mar&et! with potentials

of new business opportunities. 8o$ernment step at this time should ha$e been to

strengthen local ban&s through underta&ing needed reforms. nstead of doing that

new ban&s were permitted further squee*ing the business opportunities.



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Another senior pri$ate ban&er said! :unning a ban& is $er# difficult in a countr# li&e

angladesh! with inadequate and ineffecti$e legal framewor&. Permitting new ban&s

without addressing the problems was ob$iousl# wrong decision.

The pri$ate ban&s had concentrated their acti$ities onl# in a few areas. The new ban&s

would also tr# to share the most potential mar&et! forcing others to face tougher

competition. This would also restrict other to e'pand fast to cater to the ban&ing needs

of the people in other areas.

The international Monetar# /und 0M/ and the orld an& earlier as&ed thego$ernment to reconsider its decision to permit new ban&s without restoring

discipline in the sector! crippled b# huge amount of bad debts.

2.4 HS0& roup

Headquartered in @ondon! The Hong Dong and Shanghai an&ing Corporation @td.

0HSC is one of the largest ban&ing and financial ser$ices organi*ations in the

world. HSC9s international networ& comprises o$er E!?>> offices in FG countries and

territories in ;urope! the Asia-Pacific region! the Americas! the Middle ;ast and

Africa.

ith listings on the @ondon! Hong&ong!


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The HSC 8roup has an international pedigree! which is unique. Man# of its

principal companies opened for business o$er a centur# ago and the# ha$e a histor#!

which is rich in $ariet# and achie$ement. The HSC 8roup is named after its

founding member! The Hong&ong and Shanghai an&ing Corporation @imited! which

was established in 1IG? to finance the growing trade between China and ;urope.

2.4.1 HS0& 0r!nd 5 &orpor!te Identity

The He'agon logo of HSC deri$es from HSC%s traditionall# flag! a white rectangle

di$ided diagonall#. The design of the flag was based on the cross of ST. Andrew! The

Patron Saint of Scotland.

HSC brand 5 corporate identit# represents what HSC wants is its brand to mean to

its customer. t is deri$ed from the group.

2.4.2 &orpor!te &h!r!cter !nd 0!sic rives

HSC is a prudent! cost conscious! ethicall# grounded! conser$ati$e! trustworth#

nternational builder of long-term customer relationships.

HSC%s basic dri$es are Higher Producti$it#! Team +rientation! and Creati$e

+rgani*ation! 5 Customer +rientation.

The essence of HSC brand is integrit#! trust! and e'cellent customer ser$ice. t gi$es

confidence to customers! $alue to in$estors! 5 comfort to colleagues. Through the

process of listening to indi$iduals needs and then acting in partnership to deli$er the

right solutions! HSC is committed to help the clients ma&e the most of their

financial assets.

HSC operate on a global basis! but also wor& on a local le$el to ensure the cross-

border differences are identified and an# related benefits e'ploited. HSC teams of

specialists ensure that whether #ou need solutions across the world! regionall#! or

locall#! and the# ha$e the s&ills! e'pertise! and resources to deli$er them. The#



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automate as man# functions as possible! e$en as ensuring retains control. HSC

claims that the# are the people to tal& to if an#one wants the following6 -

8lobal cash flow co-ordination

;nhanced ris& management

mpro$ed securit# and audit controls

Minimi*ed costs and reduced operating e'penses

Ma'imi*ed liquidit#! returns and interest benefits

2.+ 6ound!tion !nd ro'th of HS0&

The HSC 8roup is named after its founding member! The Hong Dong and Shanghai

an&ing Corporation @imited 0HSC! which was established in 1IG? in Hong Dong

and Shanghai to finance the growing trade between China and ;urope. The inspiration

behind the founding of the ban& was Mr. Thomas Sutherland! a Scot who was then

wor&ing as the Hong Dong Superintendent of the Peninsular and +riental Steam


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through offices established in the ban&s name until the mid 1E?>s when it began to

create or acquire subsidiaries. This strateg# culminated in 1EE7 with one of the largest

ban& acquisitions in histor# when HSC holdings acquired Midland an& plc! which

was founded in (D in 1I=G.

The following are some &e# de$elopments in the HSC group since 1E??6

17++ he Hong 8ong !nd Sh!ngh!i 0!ning &orpor!tion of &!liforni! '!s

founded.

17+7 The Hong Dong and Shanghai an&ing Corporation acquires The ritish

an& of the Middle ;ast 0formerl# the mperial an& of Persia! now called

HSC an& Middle ;ast and The Mercantile an& 0originall# the

Chartered Mercantile an& of ndia! @ondon 5 China.

17-9 a#foong /inance @imited! a Hong Dong hire purchase and personal

finance subsidiar#! is established.

17-+ The Hong Dong and Shanghai an&ing Corporation acquires a ma,orit#

shareholding in Hang Seng an& @imited! now the second-largest ban&

incorporated in Hong Dong.

17-: Midland an& purchases a one-third share in the parent of @ondon

Merchant ban& Samuel Montagu 5 Co. @imited 0soon to be renamed

HSC :epublic an& 0(D @imited.

17:1 The C#prus Popular an& @imited 0now @ai&i an& becomes an

associated compan# of the 8roup.

17:2 The Hong Dong and Shanghai an&ing Corporation forms merchant-

ban&ing subsidiar#! ardle# @imited 0now called HSC n$estment an&

Asia @imited. Midland an& acquires a shareholding in (A/ an&

@imited 0now &nown as ritish Arab Commercial an& @imitd.

17:4 Samuel Montagu becomes a wholl# owned subsidiar# of Midland.



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17:; The Saudi ritish an& is established under local control to ta&e o$er The

ritish an& of the Middle ;ast9s branches in Saudi Arabia.

17;9 The Hong&ong and Shanghai an&ing Corporation acquires ?1K of


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17;7 A strategic alliance is entered into between The Hong Dong and Shanghai

an&ing Corporation and California-based ells /argo an&. Midland

an& @aunches /irst )irect! the (D9s first 73-hour telephone ban&ingser$ice.

1771 HSC Holdings is established its shares are traded on the @ondon and

Hong Dong stoc& e'changes.

1772 HSC Holdings purchases the remaining equit# in Midland an&. HSC

n$estment an& plc is formed.

1773 The HSC 8roup9s Head +ffice mo$es to @ondon. /orward Trust 8roup

@imited 0now HSC Asset /inance 0(D @imited! a Midland subsidiar#!

acquires Swan


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1777 Shares in HSC Holdings begin trading on a third stoc& e'change!


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Strict e'pense discipline

HSC +perates According to Certain(ey Business )alues$

The highest personal standards of integrit# at all le$els

Commitment to truth and fair dealing

Hand-on management at all le$els

+penl# esteemed commitment to qualit# and competence

A minimum of bureaucrac#

/ast decisions and implementation

Putting the 8roup%s interests ahead of the indi$idual%sThe appropriate delegation of authorit# with accountabilit#

/air and ob,ecti$e emplo#er

A commitment to compl#ing with the spirit and letter of all laws and

regulations

A merit approach to recruitment! selection! promotion

Promotion of good en$ironmental practice and sustainable de$elopment and

commitment to the welfare and de$elopment of each local communit#.

HSC%s reputation is founded on adherence to these principles and $alues. All actions

ta&en b# a member of HSC or staff member on behalf of a 8roup compan# should

conform to them.

2.: HS0& roup Mission !nd =ision

To be the bonding compan# that guarantees in the mar&et to satisf# appropriatel# and

professionall# the bonding needs of our obligors and the assurance of timel#

fulfillment of our bond to our beneficiaries is &nown as HSC%s group mission.

HSC%s group $ision is to

become the world%s leading financial ser$ices compan#

balance group earnings between the +;C) and the emerging mar&ets.

2.; HS0& roup =!luesThe group $alues of HSC are gi$en below-



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http://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/australiahttp://www.hsbc.com/hsbc/about_hsbc/international-networks/americas/bahamashttp://www.hsbc.com/hsbc/about_hsbc/international-networks/middle-east-africa/bahrainhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/bangladeshhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/belgiumhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/americas/bermudahttp://www.hsbc.com/hsbc/about_hsbc/international-networks/americas/brazilhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/americas/british-virgin-islandshttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/brunei-darussalamhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/americas/canadahttp://www.hsbc.com/hsbc/about_hsbc/international-networks/americas/cayman-islandshttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/channel-islandshttp://www.hsbc.com/hsbc/about_hsbc/international-networks/americas/chilehttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/people-s-republic-of-chinahttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/cook-islandshttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/cyprushttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/czech-republichttp://www.hsbc.com/hsbc/about_hsbc/international-networks/middle-east-africa/egypthttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/francehttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/germanyhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/greecehttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/hong-kong-sarhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/hungaryhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/indiahttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/indonesiahttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/irelandhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/isle-of-manhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/middle-east-africa/israelhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/italyhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/japanhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/middle-east-africa/jordanhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/kazakhstanhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/korea-republic-ofhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/middle-east-africa/kuwaithttp://www.hsbc.com/hsbc/about_hsbc/international-networks/middle-east-africa/lebanonhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/middle-east-africa/libyahttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/luxembourghttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/macau-sarhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/malaysiahttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/maldiveshttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/maltahttp://www.hsbc.com/hsbc/about_hsbc/international-networks/middle-east-africa/mauritiushttp://www.hsbc.com/hsbc/about_hsbc/international-networks/americas/mexicohttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/monacohttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/netherlandshttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/new-zealandhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/middle-east-africa/omanhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/pakistanhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/middle-east-africa/palestinian-autonomous-areahttp://www.hsbc.com/hsbc/about_hsbc/international-networks/americas/panamahttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/philippineshttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/australiahttp://www.hsbc.com/hsbc/about_hsbc/international-networks/americas/bahamashttp://www.hsbc.com/hsbc/about_hsbc/international-networks/middle-east-africa/bahrainhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/bangladeshhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/belgiumhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/americas/bermudahttp://www.hsbc.com/hsbc/about_hsbc/international-networks/americas/brazilhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/americas/british-virgin-islandshttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/brunei-darussalamhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/americas/canadahttp://www.hsbc.com/hsbc/about_hsbc/international-networks/americas/cayman-islandshttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/channel-islandshttp://www.hsbc.com/hsbc/about_hsbc/international-networks/americas/chilehttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/people-s-republic-of-chinahttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/cook-islandshttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/cyprushttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/czech-republichttp://www.hsbc.com/hsbc/about_hsbc/international-networks/middle-east-africa/egypthttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/francehttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/germanyhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/greecehttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/hong-kong-sarhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/hungaryhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/indiahttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/indonesiahttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/irelandhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/isle-of-manhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/middle-east-africa/israelhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/italyhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/japanhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/middle-east-africa/jordanhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/kazakhstanhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/korea-republic-ofhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/middle-east-africa/kuwaithttp://www.hsbc.com/hsbc/about_hsbc/international-networks/middle-east-africa/lebanonhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/middle-east-africa/libyahttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/luxembourghttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/macau-sarhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/malaysiahttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/maldiveshttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/maltahttp://www.hsbc.com/hsbc/about_hsbc/international-networks/middle-east-africa/mauritiushttp://www.hsbc.com/hsbc/about_hsbc/international-networks/americas/mexicohttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/monacohttp://www.hsbc.com/hsbc/about_hsbc/international-networks/europe/netherlandshttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/new-zealandhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/middle-east-africa/omanhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/pakistanhttp://www.hsbc.com/hsbc/about_hsbc/international-networks/middle-east-africa/palestinian-autonomous-areahttp://www.hsbc.com/hsbc/about_hsbc/international-networks/americas/panamahttp://www.hsbc.com/hsbc/about_hsbc/international-networks/asia-pacific/philippines


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"ol!nd 17

(!t!r ?

Russi! 7

S!udi r!bi! F3Sing!pore 77

Slov!i! 7

South fric! 3

Sp!in 7

Sri ,!n! 17

S'eden 3

S'it)erl!nd 17

!i'!n 1I

h!il!nd 1

urey 1G=

Anited r!b $#ir!tes 1G

Anited 8ingdo# 1!GIE

Anited St!tes of #eric! 1!E7F

Arugu!y 3

=ene)uel! 1

=ietn!# =

!ble 2* Intern!tion!l et'or< HS0&B Source* 'ebsite of HS0&

2.12 0!ns under the HS0& roup

Man# of the members ha$e changed their name into HSC! The Hong&ong and

Shanghai an&ing Corporation @imited to introduce the whole group under one brand

name.

Midl!nd 0!n HS0& Holdings !c/uired Midl!nd 0!n one of the princip!l A8

cle!ring b!ns in 1772. He!d/u!rtered in ,ondon< the b!n h!s !

person!l custo#er b!se of five !nd ! h!lf #illion< business

custo#ers of over h!lf ! #illion< !nd ! net'or of !l#ost 1


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H!ng Seng 0!n H!ng Seng 0!n< in 'hich Hongong 0!n h!s ! -2.1C e/uity

interest< #!int!ins ! net'or of 14- br!nches in the Hongong

SR< 'here it is the second l!rgest loc!lly incorpor!ted b!n

!fter Hongong 0!n. H!ng Seng 0!n !lso h!s ! br!nch in

Sing!pore !nd t'o br!nches !nd t'o represent!tive offices in

&hin!.

M!rine Midl!nd

0!n

M!rine Midl!nd 0!n he!d/u!rtered in 0uff!lo< e' Dor< h!s

3;9 b!ning loc!tions st!te'ide. he b!n serves over t'o #illion

person!l custo#ers !nd 129l!rgest b!n. Fith

he!d/u!rters in =!ncouver< it h!s 11- br!nches !cross &!n!d!

!nd t'o br!nches in the 'estern Anited St!tes.

0!nco HS0&0!#erindus

0!nco HS0& 0!#erindus '!s est!blished in 0r!)il in 177:. heb!n h!s net'or of so#e 1br!nches< the

second l!rgest in 0r!)il.

Hongong 0!n

M!l!ysi!

Hongong 0!n M!l!ysi! is the l!rgest foreign>o'ned b!n in

M!l!ysi! !nd the countryEs fifth>l!rgest b!n< 'ith 3- br!nches.

he 0ritish 0!n

of the Middle $!st

G0ritish 0!n

he 0ritish 0!n of the Middle $!st G0ritish 0!n is the l!rgest

!nd #ost 'idely represented intern!tion!l b!n in the Middle

$!st< 'ith 31 br!nches throughout the Anited r!b $#ir!tes>K margin of #our fi'ed deposit.

Internet 0!ning by HS0&net

ith usiness an&ing Account! there is no longer a need for #ou to call the an&

or go to an# of the branchesNATMs to enquire balancesNstatements and to ma&e

pa#ments to other HSC accounts. ith HSCnet nternet an&ing at ser$ice!

customers ma# chec& #our balances! download statements and ma&e pa#ments

within HSC accounts from an# appropriate nternet enabled PC.

r!de Solutions

HSC offers global reach and local e'pertise in handling #our trade business!

including the complete range of ser$ices that would facilitate customer in their

import and e'port. These include6

I#port Services*ssuance of @etter of Credits 0)ocumentar# Credits and

other import ser$ices$%port Services*;lectronic )ocumentar# Credit Ad$ising 0;)CA and other

e'port ser$ices.

4.+.2 &orpor!te &redit

hen customers choose a ban& to help support their business the# want to be sure

that it can tailor solutions to meet their specific finance needs. At HSC! a full range



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ith o$er E!?>> offices in FE countries and territories! customers can be rest

assured that an HSC office is close to them! where$er the# are e'porting to.

HSC is a$ailable to pro$ide customers with ad$ice on an# aspect of their trade

document preparation and can also pro$ide them with wor&ing capital finance to

source raw materials.

I#port Services

ith o$er 1=> #ears of e'perience supporting importers globall#! HSC is well

positioned to fulfill the trading needs. A full range of import ser$ices handled b#

e'perienced staff is a$ailable! ensuring that #our import documents are processed

without dela#.

4.+.4 r!de $%press

Trade ;'press is an umbrella ser$ice! which combines traditional trade products!

document deli$er# ser$ices! reinforced b# HSC9s proprietar# state of the art e-

ban&ing 0He'agon and ;lectronic )C Ad$ising! designed to pro$ide tailored

solutions for our priorit# customers from the con$enience of their own office remote

ban&ing. ith this product customers can now e'ecute all their trade transactions

faster! cheaper! and with more accurac# than e$er before.

4.+.+ He%!gon

The He'agon department deals with all aspects related to HSC%s unique ban&ing

software product - He'agon. t is the global ;lectronic an&ing s#stem of HSC!

which offers the customers more con$enient and efficient ban&ing than e$er before. t

is an inno$ati$e des&top ban&ing s#stem de$eloped b# the HSC group! which

operates $ia the group%s proprietar# worldwide communications networ&. t offers

comprehensi$e cash management ser$ices in an eas#-to-use and highl# secures

s#stem. This pro$ides #ou timel# and accurate account information and gi$es total

control o$er #our finances. He'agon significantl# reduces the documentation and

ph#sical deli$er# required for trade finance! resulting in both faster and more accurate

processing and administration. t reduces data entr# and related errors and can store

frequentl# used documentar# credit 0)C in templates and recall them as needed to

speed in processing.

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4.- M!reting ep!rt#ent

The si'th ma,or department of HSC is the mar&eting department. The mar&eting

department of HSC pla# a $ital role in fostering the continuous growth HSC in

angladesh. A manager is assigned to this department who loo&s after the o$erall

mar&eting operation of HSC in angladesh. This department is basicall# concerned

about mar&eting the compan#%s products! ser$ices and building a strong corporate

image. The mar&eting department of HSC has four subdi$isions6 )irect Sales!

Promotion! Mar&eting Administration and public relation. This di$ision are discussed

below6

4.-.1 irect S!les GS

asicall#! this )irect Sales is a $ital part of P/S as well as Mar&eting .This

department is controlled b# P/S. An e'ecuti$e is assigned to this part of the

mar&eting department. The )irect Sales di$ision coordinate 5 manages the sales

acti$ities of all the Mobile sales officers 0MS+ of HSC angladesh. The MS+%s

basicall# ma&es sales of the compan# $arious Personal an&ing products such as!

sa$ings accounts! consumer loan! etc outside the ban&ing premises. There are a total

of more than 7>> mobile sales officers 0MS+ emplo#ed in the cities of )ha&a and

Chittagong and S#lhet. The MS+%s are assigned to specific branches for ma&ing sales

acti$ities more smoothl#. The )S e'ecuti$e sets sales strategies 5 targets for the Sales

officers and manages the whole team of MS+%s in angladesh. The direct sales

department also decides upon the commission and remuneration of the mobile sales

officers as their salar# structure is based on sales performances. Thus this part of themar&eting di$ision is $er# important for the o$erall growth of the Personal an&ing

)i$ision.

4.-.2 "ro#otion

This part of the mar&eting department deals with all the promotional acti$ities of

HSC angladesh. Prime responsibilities of this department are6 Maintaining strong

public relations with $arious media intermediaries! Ad$ertising the companiesproducts and ser$ices! building a strong corporate image of HSC in angladesh.



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4.-.3 "ublic Rel!tions

The promotion department organi*es $arious en$ironmental and social acti$ities in

order to build a strong corporate image of HSC in the minds of customers as well as

in the media. Maintaining strong relationship with news media is another ma,or dut#

of this department.

4.-.4 dvertising

The promotion also coordinates all the ad$ertising of HSC products within

angladesh. Some of the ad$ertising tools that are frequentl# used b# the compan#

are as follows6

e'sp!pers dvertising*:egular ad$ertisements of $arious products and

ser$ices of HSC are gi$en in some of the countries most renowned dail#

newspapers.

0illbo!rds*Huge colourful billboards with HSC logo are found in $arious

ma,or areas of )ha&a and Chittagong. These billboards emphasi*e on the

needs of customers and shows HSC logo as solution to their needs.Ro!d Side Signposts* Medium si*ed multi colour signposts focusing on

$arious products of HSC are found on the roadsides of $arious posh areas

such as! 8ulshan! )hanmondi! aridhara! Moti,heel! anani! etc.

M!ilers*$arious product updates and new product information are regularl#

sent to e'isting customers of HSC.

0rochures*Larious colourful brochures featuring specific products of HSC

are being displa#ed and distributed to e'isting and potential customers $ia

branch offices and Mobile sales officers.

These are some of the promotional acti$ities managed and coordinated b# the

promotion department.

4.-.+ M!reting d#inistr!tion

This department formulates 5 e'ecutes $arious mar&eting strategies of HSC

angladesh. This department also administers $arious mar&eting research acti$ities on



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1

the e'isting and potential customers of HSC. Some such research acti$ities are6

m#ster# shopping! critical incident sur$e#s! customer suggestion sur$e#s! etc. The

results of these sur$e#s are integrated while formulating $arious mar&eting strategies.

This department also deals with the billing and in$oicing of $arious mar&eting 5

ad$ertising costs of HSC angladesh.

n these are the ma,or departments of HSC angladesh. ;'cept the branches all

other departments are situated at HSC angladesh head offices located at Anchor

Tower! Dawran a*ar. Most of HSC%s operation and acti$ities are operated centrall#

from the head office. ut to deal with customers more completel#! the branches aregi$en considerable authorit# and the# operate in a more decentrali*ed manner but

sub,ect to $erification of the respecti$e departments.

4.: "roduct !nd Service

HSC angladesh carries out all traditional functions! which a commercial an&

performs such as Mobili*ation of deposit! disbursement of loan! in$estment of funds!

financing e'port 5 import business! trade 5 commerce 5 so on. esides it also offers

some speciali*ed ser$ices to its customers. Products 5 ser$ices offered b# HSC can

be categori*ed according to the customers the# ser$e. Thus two ma,or groups can be

identified. The# are 2 indi$idual customers or consumers 5 corporate customers or

organi*ations. An in-depth anal#sis of HSC%s product and ser$ices in angladesh is

presented in this section. /irst of all! the liabilit# products of the ban& are discussed.

Then! the $arious products and ser$ices of personal ban&ing di$ision will be

presented. The summar# of all the products and ser$ices of HSC angladesh isdispla#ed below with the help of a diagram.



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6igure 7* "roducts !nd Services of HS0& 0!ngl!deshB Source* '''.hsbc.co#.bd

4.:.1 ,i!bilities

The financial products of HSC can be categori*ed into two groups 2 Asset products

and liabilit# products. Asset products are the $arious t#pes of credit and loan schemesoffered to consumers whereas the liabilit# products consist of all the sa$ings and

deposit schemes offered to customers.

4.:.2 S!vings ccount

This is a depositor# account basicall# designed for small-scale sa$ers. This is an

interest bearing account and the features of this account are

+pening balance T& ?>!>>>

A$erage balance that should be maintained6 T& ?>!>>>


Sa$ings

Current

Short Term )eposit

/i'ed )eposit

:/C Current


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nterest bearing 0from 3K - ?.7?K. +ne of the unique features of HSC

sa$ings account is that interest is calculated on dail# outstanding balance and

is credit to customers account e$er# si' months.

>>N

Can be opened onl# b# angladesh and dual citi*ens in single or ,oint names.

4.:.3 &urrent ccount

This is a depositor# account basicall# designed for $arious customers. This is a non

interest bearing account and the features of this account are

+pening balance T& ?>!>>>

A$erage balance that should be maintained6 T& ?>!>>>


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These accounts are opened mostl# b# the organi*ations. +rgani*ations normall#

maintain current accounts in the ban&s. The# need to transact bul& amount regularl#

that%s wh#! current account fits with their requirements. As current accounts do not

pro$ide an# interests and as the organi*ations cannot ha$e sa$ings account! the# are

depri$ed of earning an# interest despite ha$ing huge deposit in their accounts. OShort-

term deposit% accounts enable them to earn interests from their accounts. These &inds

of accounts share some properties of both current and sa$ings accounts. The account

pro$ides interests! which are li&e the sa$ings accounts! and the holder can withdraw

an# amount an# time from his account! which is a propert# of the current account.

ndi$iduals especiall#! businessmen maintain such accounts.

4.:.+ 6i%ed eposit

t is also &nown as term deposits. These deposits are made in the ban& for a fi'ed

period of time. This period of time should be specified in ad$ance. The ban& needs

not maintain cash reser$es against these deposits 5 therefore! it offers interest rates

that are higher than the sa$ings accounts.

4.:.- Residents 6oreign &urrency &urrent ccounts

angladesh nationals residing abroad open this account. /oreign nationals residing

abroad or in angladesh! /oreign firms registered abroad! angladeshis wor&ing in

multinationals at angladesh and recei$ing salar# in /C can also open such account.

The account is non-interest bearing and there are $arious &inds of restrictions for

withdrawals and deposits. The account can be maintained in ;uro 0;(:! Pound

Sterling 08P and (S )ollar 0(S).

4.:.: on> Resident 6oreign &urrency &urrent !ccounts

These are time deposit interest bearing accounts. All non-resident angladeshi

nationals can open them! persons ha$ing dual citi*enship! shipping staffs! etc. the#

can be maintained in ;(:! 8P 5 (S) currencies. These accounts are strictl#monitored b# the central ban& and restrictions e'ist for these accounts.



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4.; Services

ide ranges of ser$ices are offered to the customers who hold these accounts. Some

such ser$ices are6

/ree ATM Card! chec& boo& 5 phone ban&ing ser$ice

ChequesNcash deposits

Standing instruction

4uarterl#Nmonthl# statement of account

/oreign currenc# ;ndorsement against tra$el quota and sale of Tra$elers

cheques 0Thomas Coo&.

ssue of Sol$enc#Nan& certificate

Pa#ment orders! demand drafts! Telegraphic transfers.

nward and outward funds transfer and recei$ing.

Some unique ser$ices are also pro$ided to customers using HSC accounts. These

ser$ices are Phone an&ing! Self Ser$ice an&ing 5 Power $antage Scheme.

4.7 "erson!l 0!ning "roducts

The personal ban&ing di$ision of HSC has designed $arious assets products to meet

the needs of indi$idual customers. These are $arious loans and consumer credit

schemes that satisf# and fulfill some basic purchase purpose of the indi$idual

customers. These products are described in the ne't sections.

4.7.1 ,o!ns !nd &redit

Personal Credit offered b# HSC are6

Personal nstallment @oan

Car @oan

Home @oan



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Personal Secured @oan

Personal Secured Credit

Credit card

4.7.1.1 "erson!l Inst!ll#ent ,o!n

Personal installment loan can be defined as an# purpose loan. There is no cash

securit# for this loan.

$ligibility

Minimum monthl# income )T 1?!>>>N-

7 #ears ser$ice in a well reputed! stable compan#

Minimum age 7? and Ma'imum ?G

Lalid income proof documents must be furnished

(nsecured loan 5 no personal guarantee required

Minimum loan amount is )T ?>!>>>N-

Ma'imum loan amount is )T 7>!>>!>>> or 3 times of salar#

nterest rate will be 1IK per annum

Ma'imum loan tenure is =G months. f loan amount it )T 3! >>!>>>N-

or abo$e then ma'imum tenure is 3I months.

@oan processing fee is 1K of the loan amount or )T 1!>>>N-

whiche$er is higher Q stamps )T 1F>N-

/or customers maintaining relationship less than = months 0e'cept

confirmed C;PS ANC! processing fee will be 7.?K of appro$ed amount

Auto Pa# customers will get discounted interest rate6 13.?K and loan

amount6 G times of salar# or 7 million whiche$er is lower

C;PS customers will get discounted interest rate6 13.?K and loan

amount6 1> times of salar# or 7 million whiche$er is lower

PLA customers will get discounted interest rate6 13.?K

f C;PS and PLA together then the rate will be 1=.?K



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Personal loans will be granted at discounted rates to emplo#ees of blue

chip companies against assignment of terminal benefits as per

agreement with emplo#er. @oan tenure will be up to ? #ears.

/or salaried indi$iduals additional income including rent! will be

considered! pro$ided these are substantiated with requisite

documentation N e$idence.

/or businessmen more emphasis on ban& statements will be gi$en!

although the T< certificate will remain a mandator# document for

income $erification.

an& ma# as& for the ta' return paper on a case-to-case basis to assessthe customer%s profile.

A current account needs to be opened b# the customer before appl#ing for Personal

nstallment loan

;qui$alent deposit of at least one ;M needs to be held in customer%s account prior to

loan disbursement for all non Auto Pa# N non C;PS customers.

Personal nstallment @oan is an# purpose loan. t has been categori*ed into the

following6

Professional @oan

@ifest#le @oan

/urniture @oan

edding @oan

The following loans with different benefits are also a$ailable under Personal

nstallment @oan6

Tra$el @oan

Motorbi&e @oan

Student @oan

C


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4.7.1.1.1 "rofession!l ,o!n J to #eet the profession!l needs

6e!tures

!>>> to )T1!>>>!>>> or a ma'imum of

four times of the monthl# income! whiche$er is lower.



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f it is an AutoPa# customer! he can get si' times or if he is a C;PS customer

he can get ten times of his monthl# income up to a ma'imum of

)T7!>>>!>>>.

Competiti$e interest rates.

@ow processing fees.

+ne can repa# the loan in 17! 73! =G! 3I or G> months. The loan products are

based on floating interest rates which are sub,ect to change at the an&9s

discretion. The installment amounts ma# $ar# during the life of the loan.

@oan against partial securit# is also a$ailable

4.7.1.1.2 ,ifestyle ,o!n J to !dd co#fort to person!l life

!>>> to )T 1!>>>!>>> or a ma'imum

of four times of #our monthl# income! whiche$er is lower.

f one is an AutoPa# customer! he can get si' times or if he is a C;PS

customer he can get ten times of his monthl# income up to a ma'imum of

)T 7!>>>!>>>.



+ne can repa# the loan in 17! 73!

=G! 3I or G> months. The loan

products are based on floating

interest rates which are sub,ect tochange at the an&9s discretion. The

installment amounts ma# $ar#

during the life of the loan.

@oan against partial securit# is also

a$ailable.

4.7.1.1.3 6urniture ,o!n J to decor!te ho#e'ith right furniture



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6e!tures

!>>> to )T1!>>>!>>> or a ma'imum of

four times of #our monthl# income! whiche$er is lower.

f one is an AutoPa# customer! he get si' times or if one is a C;PS customer

he can get ten times of his monthl# income up to a ma'imum of )T

7!>>>!>>>.



+ne can repa# the loan in 17! 73! =G! 3I or G>

months. The loan products are based on floating

interest rates which are sub,ect to change at the

an&9s discretion. The installment amounts ma# $ar#

during the life of the loan.

@oan against partial securit# is also a$ailable.

4.7.1.1.4 r!vel ,o!n

)ocuments needed for the tra$el loan are gi$en below-

Tra$el quotation

Lalid income proof documents

@ast si' months ban& statement

6e!tures

!>>>

to )T?>>!>>> or a ma'imum of four

times of monthl# income! whiche$er is

lower.



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f one is an AutoPa# customer! he can get si' times or if one is a C;PS


)T ?>>!>>>.



+ne can repa# the loan in 17! 73! =G or 3I months. The loan products are



@oan against partial securit# is also a$ailable.

)ocumentation-tra$el quotation along with other documents.

4.7.1.1.+ Student ,o!n

6e!tures

!>>> to )TF?>!>>> or a

ma'imum of four times of monthl#

income! whiche$er is lower.

f one is an AutoPa# customer! he can get si' times or if one is a C;PS


)T F?>!>>>.

Competiti$e interest rates. @ow processing fees.+ne can repa# the loan in 17! 73! =G! 3I 5 G> months. The loan products are



@oan against partial securit# is also a$ailable./acilit# for opening Student /ile is also a$ailable.)ocumentation-cop# of collegeNuni$ersit# admission paper and proof of

formal acceptance b# student along with other documents.

4.7.1.1.- & &onversion ,o!n



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6e!tures

Competiti$e interest rates

Ma'imum loan tenure 7 #ears

!>>> to

)T ?>!>>>

4.7.1.2 &!r ,o!n

$ligibility

Minimum monthl# income )T 7>!>>>N-

7 #ears ser$ice in a well reputed! stable compan#

Minimum age 7? and Ma'imum ?G

Lalid income proof documents must be

furnished!>>>N-Ma'imum loan amount is 3!>>>!>>>N-/or both reconditioned car and new car

loan amount will be ma'imum F>K of the

car $alueThe loan will be paid to the Car )ealer b#

Cashier +rder

nterest rate will be 1=.>K per annumMa'imum loan tenure is G> months 0at the discretion of P/S Credit@oan processing fee is 1K of the loan amount or )T 1!>>>N- whiche$er is

higher Q stamps )T 1F>N-Car will be registered in an&%s name 0no ,oint registrationComprehensi$e insurance in discounted rate from selected insurance

compan# in an&%s name is mandator# and automaticall# debited from

customers account e$er# #ear.All fees will be borne b# customer



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C;PS salaried customers will get >.?K discount in loan processing fee! i.e.

13K

f a customer is C;PS and PLA then processing fee is >.?K of loan

amount.

/or salaried indi$iduals additional income including rent! will be

considered! pro$ided these are substantiated with requisite documentation N

e$idence.

/or businessmen more emphasis on ban& statements will be gi$en!

although the T< certificate will remain a mandator# document for income

$erificationan& ma# as& for the ta' return paper on a case-to-case basis to assess the

customers profile

A current account needs to be opened b# the customer before appl#ing for

Car @oan

;qui$alent deposit of at least one ;M and processing fee need to be held

in customer%s account prior to loan disbursement for all non Auto Pa# N

non C;PS customers.

%ollo*ing "arameters are common for abo&e loans

usiness persons can also appl# b# furnishing pro$en income source.

Customers can choose the loan tenure 017! 73! =G! 3I or G> installments

A current account needs to be opened b# customer before appl#ing for loan

Prepa#ment is allowed and fee for prepa#ment is )T 1!>>>N-

f paid in the first = months of the facilit# offered! the charge is 1K on the

outstanding amount or )T 1!>>>N- whiche$er is higher.

Partial prepa#ment 0at least =>K of outstanding loan is also allowed with

a fee of )T 1!>>>N-

)efault fee for each missed installments is R 73K on delinquent amount

n the e$ent of three consecuti$e missed installments the account will be

handed o$er to collections for full reco$er#.

4.7.1.3 Ho#e ,o!n



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$ligibility

Minimum monthl# income )T 3>!>>>N-7 #ears ser$ice in a well reputed! stable compan#. f the applicant has less

than 7 #ears e'perience in his N her current ,ob! pre$ious emplo#ment record

will be considered.

Minimum age 7?. The loan must end before borrower%s age reaching ?F

#ears or retirement date! which e$er is earlier.

This loan is pro$ided for completed flats N apartments

2 less than 7> #ears of age

Lalid income proof documents must be furnished

ncome of the spouse can be combined and sNhe can

appl# as ,oint applicant

!>>>N-

Ma'imum loan amount is 1>>!>>!>>>N-

Ma'imum loan tenure is 1? #ears! loan must be repaid prior to ?F #ears of

age

A ma'imum loan amount of F>K of the total $alue of the apartment costing

up to )T ?>!>>!>>>N- and G>K of the total $alue for the apartments o$er

)T ?>!>>!>>>N-. The total loan $alue is inclusi$e of the registration cost.

/inancing for the registration cost

The loan will be paid to the )e$eloper N pre$ious owner b# Cashier +rder

nterest rate is 1=K per annum

nterest is calculated on a monthl# reducing balance as opposed to an annual

reducing balance! gi$ing customer a lower monthl# installment amount

@oan processing fee is 1.?K of the loan amount or )T 7>!>>>N- whiche$er

is higher Q stamp charge

Securit#6 :egistered mortgage and original title deed

nsurance6 /ire! earthqua&e! flood! c#clone

There is option of disbursing funds! up to ?>K of the loan amount prior to

registration sub,ect to the propert# being complete! as e$idenced b# suitable



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representation b# a reputable de$eloper of a qualified third part# sur$e#or. n

such cases Tri-partite Agreement between the an&! )e$eloper! and

orrower will be ta&en as securit# in the interim prior to registration.

More emphasis on ban& statements for businessmen will be gi$en. Although

submission of ta' papers remain mandator#.

/or salaried indi$iduals additional income including rent! will be considered!

pro$ided these are substantiated with requisite documentation N e$idence.

;'ception of accepting ;quitable Mortgage rather than @egal Mortgage for

properties de$eloped b# the more reputable companies and as ad$ised b# our

law#ers.Partial or full prepa#ment allowed

C;PS salaried customers will get >.?K discount in interest rate! i.e. 1=.?K

A current account needs to be opened b# the customer before appl#ing for

Home @oan

4.7.1.4 "erson!l Secured ,o!n

Personal Secured @oan is a simple stand b# loan against the Time )eposit and !>>>N- and 17K for loan

amount of )T ?!>>!>>>N- and abo$e

nterest rate against @CB TM) is TM) rate 1=K

Minimum loan amount )T E>!>>>N-

Ma'imum loan amount E>K of @CB TM) amount or ;) and I>K of

/CB TM) or (S)s.

+ption of bullet repa#ment with quarterl# interest pa#ment is a$ailable.

Partial prepa#ment is not allowed for this facilit#. ullet repa#ment facilit#



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allows no monthl# repa#ment option. The quarterl# interest has to be paid b#

the customer.

1>.?K interest rate for bullet repa#ment PS@ facilit#

Processing fee against certificate issued from HSC is )T 1!>>>N- Q stamps

)T 1F>N-

Processing fee against certificate issued from other ban&s is )T 1!?>>>N- Q

stamps )T 1F>N-

/le'ible tenure! ma'imum loan tenure is ? #ears! customers can choose the

loan tenure 017! 73! =G! 3I! or G> installments

)efault fee for each missed installment is R 73K on delinquent amountn the e$ent of three consecuti$e missed installments the securit# will be

encashed 5 outstanding loan amount will be reali*ed

Set off fee for liquidation of = consecuti$e delinquent amount is )T 1!>>>N-

Partial prepa#ment fee is )T 1!>>>N-

;arl# settlement fee is )T 1!>>>N- 0if within = months 2 1K of the

outstanding or )T 1!>>>N- whiche$er is higher.

4.7.1.+ "erson!l Secured &redit

Personal Secured Credit is a credit facilit# against Time )eposits and K of @CB TM) amount or ;) and I>K of

/CB TM) or (S)s.

Processing fee against ;) and (S)s issued from HSC is )T 1!>>>N-

Q stamps )T 1F>N-

Processing fee against ;) and (S)s issued from other ban&s is )T

1!?>>N- Q stamps )T 1F>N-



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nterest rate against @CB TM) is TM) rate Q =K and /CB TM) is 17.?K for

loan amount below ?!>>!>>>N- and 17K for loan amount of )T ?!>>!>>>N-

and abo$e

nterest rate against >N- to 1! >>!>>>N-

Master Card 8old !>>>N- to 1! >>!>>>N-Master Card LP6 )T 1! >>!>>>N- to 7! >>!>>>N-

Higher credit limit will be granted on e'ceptional basis

$ligibility

Minimum )T 7?!>>>N- gross income from regular sources. angladeshi Citi*en 71-

G? #ears of age and has account with HSC

/or Supplementar# card the person has to be at least 1I #ears of age

Card @ife6 # default 7 #ears for all cards new and renewed

illing C#cle6 Fthda# of the month

:epa#ment Period6 7Gthda# of e$er# month. Ma'imum ?> da#s interest

free period

Minimum Pa#ment Calculation

IK of the current balance shown on the statement or )T ?>>N- which

e$er is higher. f current balance is less than )T ?>>N-! then full pa#ment/or o$er limit account6 IK of the credit limit plus e'ceeded amount



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/or o$erdue account6 minimum of the pre$ious statement plus IK of the

billed amount.

/ees and Charges6 0LAT applicable

Annual /ee )T 7!>>>N-

/irst Supplementar# Annual /ee /ree

7nd-EthSupplementar# Annual /ee )T 1!>>>N-

Card :eplacement /ee )T ?>>N-

@ate Pa#ment /ee )T =>>N-

;'cess @imit /ee )T ?>>N-

Statement :etrie$al /ee )T ?>N- per statement

Sales Slip :etrie$al /ee )T 7?>N-

!ble 4* 6ees !nd ch!rges for &redit &!rd

Supple#ent!ry &!rd*Total E cards can be a$ailed. There will be no annual fee

for the first supplementar# card.Interest* 7.?Ks monthl#. nterest is calculated on dail# basis on card accounts

from posting date. f pa#ment is paid within the pa#ment date in full! no interest ischarged. This present a cardholder the option to en,o# a ma'imum of ?> da#s free

credit facilit#"en!lty for ,!te "!y#ent*The billed amount needs to be repaid or the minimum

as shown on the Statement of Card Account within the Pa#ment )ue )ate to a$oid

@ate Pa#ment /ee. f pa#ment recei$ed late for two months! the card account ma#

be suspended."en!lty for $%cess ,i#it*Minimum as prescribed. An# e'cess limit must be paid

immediatel# otherwise fees ma# be charged twice. nterest! ;'cess @imit /ee shallbe debited to Card Account on the Pa#ment )ue )ate. An# discrepanc# is the

statement should be reported to Prime an& @imited! Card )i$ision within 1>

da#s from the Statement )ate. ;lse the billed amount shall be considered correct.

4.7.1.: S!vings "lus


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angladesh are eligible to open this account with minimum opening balance of )T

?>>!>>> and interest pa#able is onl# if the balance is abo$e )T ?>>!>>>.

4.7.1.; $!sy "!y

t is a unique ser$ice from HSC. ;as# Pa# machines offer customers and non-

customers an eas#! con$enient and quic& wa# to ma&e deposits! pa#ments and

instructions. ith ;as# Pa# machines! customers can do the following6

)eposit cash or cheque to #our own or an# other HSC account

Pa# bills b# cashNcheque to an# of the following compan# accounts6

);SC+

);SA

A@C+

ADTel

TT

CTBC;@@

8rameen Phone

ASAPa# either HSC cheques or non-HSC cheques to a compan# account

Ma&e #our HSC Credit Card bill pa#ments either b# cash or cheque

Submit the following application forms or instructions through ;as# Pa#

machines

)emand )rafts

Telegraphic Transfers

Cashier +rders

Address change instructions

Cheque boo& requests

An# other instructions related to #our account

4.7.2 M &!rds

ith HSC ATM cards! customers can access and carr# out most of #our personal

ban&ing transactions 73-hours a da#! =G? da#s a #ear. (sing the ATM cards! a wide

range of transactions can be done! such as6



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Ma'imum withdrawal limit is )T ?>!>>> per da# per card. Minimum

)T ?>> can be withdrawn.

Transfer funds between customers% own account! e.g. from customer%s

current account to hisNher sa$ings account or $ice-$ersa.

alance on current or sa$ings account can be chec&ed.

ATM pin can be changed.

Customers can $iew last eight transactions.

:equest for ban& statement and new cheque boo& can be processed.

HSC offers ATM card against customers% foreign currenc# accounts.

ith this card! customers can withdraw cash from #our accounts! atan# time of the da# or night in I>>!>>> ATMs worldwide.

additional first supplementar# card for free! with a shared credit limit

4.7.3 "hone>b!ning

ith HSC%s phone ban&ing ser$ices! customer%s can sa# good b#es to long queues at

the branch. ith Phone-ban&ing #ou can6

Chec& balances on #our primar# and lin&ed accountsTransfer funds between #our accounts

Hear the details of the last fi$e transactions

+rder a statement

+rder a chequeboo&

Pa# bills to pre-designated third parties in local currenc#

:eport a lost or stolen ATM card

+pen or renew a time deposit

;nquire about foreign e'change rates

4.7.4 0!ngl!desh Intern!tion!l

Ser$ices for non-resident angladeshis are6

6oreign currency current !ccount* A non-interest bearing transactional

account to be opened with funds remitted from abroad. Bou can open this

account in a choice of currencies - (S )ollars! Pound Sterling and ;uro.



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6oreign currency ti#e deposit !ccount* An interest bearing time deposit

account especiall# for non-resident angladeshis. Bou can choose tenors

ranging from 1 to 17 months. e offer competiti$e interest rates and complete

fle'ibilit# on this account.

"riv!te non>resident t!! !ccount*This account can be opened with ta&as or

funds remitted from abroad. This is a local currenc# account and can be

opened as an interest pa#ing sa$ings account or non-interest bearing current

account.

F!ge $!rner evelop#ent 0ond GF$0 !nd AS oll!r 0ond GAS0*

8o$ernment bonds issued b# the angladesh an&! speciall# for the =!nt!ge

HSC recogni*es the numerous demands on customers% lifest#le and ha$e de$eloped

a ban&ing pac&age that sa$es both time and energ#. ith Power-Lantage customers

recei$e special and immediate assistance at the an& branches! while a host of

ser$ices ensures that customers control their finances easil# and efficientl#. Power-



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Lantage ma&es ban&ing effortless! allowing customers to get on with their bus# da#.

The benefits of Power-Lantage are as follows6

As a Power-Lantage customer! customer will recei$e accident insurance co$er

for the amount of )T 1>>! >>>. The an& will co$er the Premium.

Customers can endorse foreign currenc# in their passport against the tra$el

quota absolutel# free of charge.

Customers are entitled to special reduced rates on a Personal nstallment @oan

and a discount on the processing fee for a Car @oan.

To benefit from a higher rate of interest! customers can issue standing

instructions to ha$e funds transferred between their current and sa$ingsaccounts and time deposits.

Customers can set up standing instructions of an# fi'ed amount to be paid to

selected parties9 accounts with HSC! free of charge.

Customers% Power-Lantage ATM Card gi$es them a high cash withdrawal

limit of up to )T ?>!>>> at an# of HSC9s ATMs across angladesh.

A monthl# Power-Lantage statement helps customers &eep trac& of all #our

accounts with HSC.

To be eligible for a Power-Lantage account! customers need to maintain an a$erage

deposit balance of )T 7>>!>>>. A ser$ice charge of )T ?>> will be le$ied if the

a$erage deposit falls below the stipulated limit for a si'-month period. The annual fee

to a$ail the ser$ice is onl# )T ?>>.

4.7.- Monthly Interest 0e!ring i#e eposit

A simple! safe and con$enient wa# to ma&e customers% mone# grow! pro$iding

them with the benefits of attracti$e interest rates! securit#! con$enience and

fle'ibilit#.

;arning of interest on a monthl# basis with the securit# of a fi'ed deposit

account.

+ption of &eeping the Time )eposit for a ma'imum period of 7 #ears! which

will be renewed automaticall# e$er# #ear.

A minimum deposit balance of )T ?>>!>>> 0Ta&a fi$e lacs to open the

account

http://www.hsbc.com.bd/bd/personal/borrow/carloan.htmhttp://www.hsbc.com.bd/bd/personal/borrow/carloan.htm


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!he benefits are as follo*s$

Monthl# interest earned can be transferred to another nominated account

etter rates than normal sa$ings account

Higher rate than 1- month time deposit account9s rate

/ree ATM Card for new accounts

4.7.: er# eposit

f customers are loo&ing for a simple! safe and con$enient wa# to ma&e their mone#

grow! term deposits from HSC pro$ide attracti$e rates! securit#! con$enience and

fle'ibilit# with minimum deposit of )T 1>>!>>>. The benefits are as follows6

Customers can place Term )eposits with HSC! for $ar#ing periods of time!

1! =! G or 17 months.

Customers can earn higher interest on their term deposits with attracti$e rates.

nterest is calculated from the date of the deposit until maturit#! at the rate

applicable when the deposit is first placed or renewed! and is paid when the

deposit matures. @arger amounts attract e'tra interest! so the more the#deposit! the more the# earn

+n maturit# of Term )eposit! the ban& automaticall# renews it with the

interest earned. Alternati$el#! customers can transfer it to an# of their accounts

with the ban&! or withdraw the Term )eposit and interest.

4.7.; r!velerEs &he/ue

Tra$eler%s Cheques are a$ailable in all ma,or currencies and eliminate the need tocarr# cash while tra$eling o$erseas. (nli&e cash! Tra$eler%s Cheques are safe and will

be immediatel# replaced if lost or stolen. Tra$eler%s Cheques issued b# HSC are

accepted worldwide. The benefits are as follows6

Secure and con$enient! as the# can be en-cashed at ban&s and at most hotels

and shops in an# countr# or cit#

Hand# to carr#

Accepted globall#

;as#-to-use



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deal to budget

A$ailable in most ma,or currencies in denominations of ?> and 1>>.

ndustrial Anal#sist is e'tremel# crucial to anal#*e competiti$e forces in the industr# en$ironment to

identif# opportunities and threats. Michael ;. Porter%s well-&nown framewor&! &nown

as the fi$e forces model helps with this sort of anal#sis. The model focuses on fi$e

forces that shape competition within an industr#. The stronger the fi$e forces! the

more limited is the abilit# of established companies to raise prices and earn greater

profits. Therefore! we can conclude that a strong competiti$e force can be considered

as a threat because it depresses profit! whereas! a wea& competiti$e force can be

$iewed as an opportunit# as it facilitates the companies to earn higher profits. The

situation of the industr# changes o$ertime. The influence of the fi$e forces in the

carbonated soft drin&s industr# has been discussed below6

?.1 hre!t of "otenti!l $ntr!nts

Potential competitors are companies that are not currentl# competing in an industr#

but ha$e the capabilit# to get into the industr#. The ban&ing sector of angladesh

seriousl# faces the threat of new entrants. Howe$er the threat comes from two

directions. The first threat comes with the arri$al of the multinational ban&s and their

branch e'pansion particularl# due to the booming energ# sector. Secondl#! the

continuous entries of local ban&s with lower cost structure also possess a se$ere threat

to this industr#.



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n the conte't of HSC the $arious new 5 upcoming an&s pose a significant threat!

being late entrants in the ban&ing sector of angladesh. ut HSC is aware of these

potential competitors. So it is tr#ing to e'pand countr#wide to ma&e the sector

unattracti$e 5 to create entr# barrier.

8o$ernment policies for ban&ing industr# are not so strong in this countr#. e don9t

ha$e strong rules and regulation from angladesh an& for regulating the pri$ate

ban&ing sectors. f go$ernment doesn9t regulate the ban&ing sector strongl# than lots

of new ban&s will come and will ma&e the competition more intense.

?.7 Riv!lry #ong $st!blished &o#p!nies

n the ban&ing sector! the mar&et si*e is measured in terms of total deposits and total

ad$ances. an&ing industr# in angladesh is highl# fragmented with categories li&e6


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e'portingNimporting ha$e no substitutes. n ban&ing industr# substitute products are

$er# eas# to find. e need to consider all t#pes of substitute products for the ban&s.

)ifferent pri$ate and nationali*ed ban&s are offering similar products! which are close

substitutes. +n the other hand some non-ban& ban&s li&e insurance companies and

leasing companies are also competing indirectl# with the commercial ban&s product.

All the products of the commercial ban&s perform the similar functions. Ta&ing the

mone# from the depositor and sanctioning loan to in$estors are the main functions.

The# all do it in a same manner. HSC is not different from them. Since functional

similarit# is high in ban&ing industr# so competition is also high because customer

can switch at an# time the# want.

Product offered in ban&ing industr# is $er# identical. All the ban&s offer $irtuall# the

same products with same characteristics. +nl# few large multinational ban&s of our

countr# are offering some differentiated products but the ratio is $er# low. HSC

offers products that are highl# identical with other ban&s products. So! we can sa# that

product identit# is high in ban&ing industr# which means competition is also high. /or

e'ample! the launch of premier ban&ing b# SC poses a strong threat on HSC%spremium customer group and HSC is at a condition where it should launch an e$en

better product. Moreo$er the $arious consumer credit schemes offered b# $arious

local ban&s with lower interest rates and cost also poses a strong threat on the HSC

personal ban&ing products. Again the lower ser$ice charges at national ban&s also

discourage a wide group of customers to hold account in HSC. So these are some of

the threats posed b# substitute products in the mar&et place.

?.3 0!rg!ining "o'er of 0uyers

argaining power of the bu#er can be $iewed as a competiti$e threat when the# are in

a position to demand lower prices from the compan# or when the# are in a position to

demand better ser$ice that can increase operating costs. +n the other hand! when

bu#ers are wea&! a compan# can raise its prices and earn greater profits. /or the

ban&ing industr# bu#er means customers who ta&e loan from the ban&s.



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Switching cost is $er# low in ban&ing industr#. ;$er# ban& is gi$ing the similar t#pes

of loan at similar interest rate. So! an indi$idual who wants to ta&e loan from ban&s

can switch easil# to other ban&s if he or she doesn9t li&e the terms and conditions.

Customers of HSC @td are switching to other ban&s because of low interest rate and

lots of other reasons. @ower switching cost ma&es the industr# more competiti$e.

n ban&ing industr#! there is alwa#s a chance for threat of bac&ward integrations. ig

multinational companies or corporations can gi$e threats to the commercial ban&s that

the# will arrange their funds b# forming another ban& where the cost of fund is low

compare to other ban&s. /or this reason! giant customers of this industr# alwa#s

possess more power than their ban&s.

Creditors are considered to be the bu#ers of the ban&s. There are thousands of

creditors from all wal&s of life. Mainl# businessmen are the ma,or bu#er of ban&%s

credit. ig amount creditors ha$e strong powers in determining interest rate of their

credit amounts. an&s distinguish their prime customers from others b# setting a

prime interest rate for them.

+.+ 0!rg!ining "o'er of Suppliers

argaining power of suppliers can be $iewed as a threat when the# are able to force

up the price that a compan# must pa# for its inputs or reduce the qualit# of the inputs

the# suppl#! thereb# depressing the compan#9s profitabilit#. +n the other hand! if

suppliers are wea&! this gi$es the compan# the opportunit# to force down prices and

demand higher input qualit#. /or the ban& the main supplier of fund is depositor. an&

also gets its funds from the directors.

HSC has one of the largest capitals among all other pri$ate ban&s. The ban& doesn9t

want more mone# right this moment because there is a $er# few good opportunities

for in$estment. So! it is offering lower interest rates on depositors for their funds.

argaining power of the fund suppliers is low in ban&ing industr# because there are

lots of indi$idual sa$ings in the econom# but ban&s don9t ha$e opportunities for

in$estment.



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Report on Measuring Customer Satisfaction at HSBC Bangladesh

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