Evaluation of Consumer Satisfaction Level at Standard Chartered Bank “Dhanmondi” Branch

Topics: Bank, Standard Chartered Bank, Chartered Bank of India, Australia and China Pages: 6 (1686 words) Published: April 14, 2013
Research Topic:
“Evaluation of Consumer Satisfaction Level At Standard Chartered Bank “Dhanmondi” Branch”

Since Service Quality Assurance is a new concept in the Banking and Financial Service industry, collection of data based on Literature Review is one of the biggest constraints in the research. Most of the review done on the research has been through the web. The study provides an over view of the implementation of Internal Service Measures in Standard Chartered Bank and the role of Service Assurance in maintaining outstanding customer services. Research Context:

This research brings forward the various concerns that created by consumers. From this research we can learn about the general banking function, structure of SCB and it’s procedures, rules, regulations and overall banker’s customer relationship.

Literature Review:
Standard Chartered is the world’s leading emerging markets bank headquartered in London. Its businesses however, have always been overwhelmingly international. This is the summary of main events in the history of standard chartered and some of the organizations with which it merged. Standard chartered is named after two banks which merged in1969. They were originally known as the standard bank of British South Africa and the chartered bank of India, Australia and china. Of the two banks, the chartered bank is the older having been founded in 1853 following the grant of a royal charter from Queen Victoria. The moving force behind the chartered was a Scott, James Wilson, who made his fortune in London making hats. James Wilson went on to start the economists, still one of the world’s pre-eminent publications. Nine years later, 1962, the standard bank was founded by a group of businessmen led by another Scott, John Paterson, who had immigrated to the Cape Province in South Africa and had become a successful merchant. Both banks were keen to capitalize on the huge expansion of trade between Europe, Asia and Africa and to reap the handsome profits to be made from financing that trade. The chartered bank opened its first branch in 1858 in Chennai and Mumbai. A branch opened in shanghai that summer beginning standard chartered ‘unbroken presence in china. The following year the chartered bank opened a branch in Hong Kong and an agency was opened in Singapore, a privilege to continue to exercise up until the end of the 19th century. Over the following decades both the standard bank and the chartered bank printed bank notes in a variety of countries including chin, south Africa, Zimbabwe, Malaysia and even during the siege of marketing in south Africa. Today standard chartered is still one of the three banks, which prints Hong- Kong’s bank notes. The standard bank opened for business in Port Elizabeth, South Africa in 1863. It pursued a policy of expansion and soon amalgamated with several other banks including the commercial bank of Port Elizabeth, the Coles berg bank, the British kaffarian bank and the Faure smith bank. The standard bank was prominent in the financing and development of diamond fields of Kimberly in 1867 and later extended its network further north to the Newtown of Johannesburg when gold was discovered there in 1885.Over time half the output of the second largest gold field in the world passed through the standard bank on its way to London. In1892 the standard bank opened for business in Zimbabwe and expanded into Mozambique in 1894, Botswana in 1897, Malawiin 1901, Zambia in 1906, Kenya, Zanzibar and the democratic republic in Congo in 1911 and Uganda in 1912. Of these new businesses, Botswana, Zanzibar and the D.R.C. proved the most difficult and the branches soon closed. A branch in Botswana opened again in 1934 but lasted only for a year and it was not until 1950 that the bank reopened for business in Botswana. In Asia the chartered bank expanded opening offices including Myanmar in 1862, Pakistan and Indonesia in 1863, they Philippines in 1872, Malaysia in 1875,...
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