Hsbc

Research analysis on HSBC

HSBC is the largest and most widely represented international bank in the Middle East. The study shows that the HSBC bank is doing well in the market, in terms of pricing, confidence, and convenience.

The descriptive analysis in this research is involved with tables and pie charts (refer to appendix), which gave the following results:

A questionnaire was designed targeting 25 customers who have account in HSBC Bank.

Upon asking those customers regarding, why they have chosen HSBC as FSF, around 19% said because of having good reputation, 18% said because of stability, and 17% said because of reliability (quality of the products and services).

When customers were asked about the quality of services around 72% were satisfied and 28% were very satisfied with the quality of services which we can conclude that the bank is doing very well in the market. In my opinion this bank believes that customer service is one of the thing that can differentiate them form other banks in the region. What is more, they believe that the high scores are based on the friendly atmosphere that customers encounter in their branches.

In addition, it shows that 8% of the customers are dissatisfied with the time of doing transaction. Therefore, Payment and Cash Management department should be more efficient. The management needs to look at the quality of service offered by the operation.

More over, most of the customers were very satisfied with the accessing ATM Network, the research shows that 32% are very satisfied and 48% were satisfied with the ATM service. The research shows that they provide an excellent ATM service. Also, I believe that truly effective automation has been integrated within a branch environment making it not only convenient and easy to use but also encouraging bank customers to do business with the institution.

Most of the customers were satisfied with the telephone banking officer except in case of taking time to complete the call which 4% of customers with dissatisfied with the service. Furthermore, I recommend the bank to pay more attention to the telephone banking system and to satisfy their customers.

Additionally, most of customers are satisfied with the following products in term of price factor that are offered by the HSBC (Personal Loan, Credit card, Global account, Current Account, Saving Account, Investment Products, Term/ Fixed Deposit, Auto Loan, Home Loan, and Insurance Service). On other hand, around 5% of customers were dissatisfied with the personal loan, also 10% were dissatisfied with the global account, 4% were very dissatisfied with the saving account, and 9% were dissatisfied with the term / fixed deposit, and 9% with the insurance services. More over, pricing factor is always based on local market condition, and I believe the bank should be more competitive by monitoring price monthly, weakly, and even daily.

Over all I can say that most of the customers are satisfied with HSBC Bank and research shows that most of the customers are loyal to the bank that around 60% of customers didn't change their FSF for last 5 years and around 40% changed their FSF due to merger of FSF with another FSF (30%), inconvenience in changing to another FSF (10%), moving to another place (20%). Also 80% of customers were satisfied with the way that problem has been handled.

As result, customers are the key to organizational performance. In my opinion, most of the HSBC customers are satisfied with the quality of services and products which are providing by bank in terms of convenience, confidence and pricing. The Bank is making active efforts to ensure that its policies and practices meet with customer approval and with national and international banking standards.

Upon asking customers for solving the problem to who they contact, they mentioned:

* Service Quality Department

* Complain Department

* Call Center

* Card Call Center

The customer suggestion for improving the services was as follow:

* Free check book delivery

* Visa card free

* ATM at all shopping malls

* Bank should move towards automating their services more than using paperwork

Research analysis on DIB

DIB is the first Islamic bank in the world and a driving force for change in the Islamic banking industry, with a wealth of tradition and heritage and a commitment to flexibility, innovation and modernity to provide a comprehensive solution to all financial needs. The study shows that the DIB is doing well in the market, in terms of pricing, confidence, and convenience.

The descriptive analysis in this research is involved with tables and pie charts (refer to appendix), which gave the following results: A questionnaire was designed targeting 25 customers who have account in DIB.

Upon asking those customers regarding, why they have chosen DIB as FSF, around 19% selected because of stability, 18% because of liquidity, and 16% because of accessibility and reputation.

When customers were asked about the quality of services around 63% were satisfied and 33% were very satisfied with the quality of services which we can conclude that the bank is doing very well in the market and they have achieved high number of customers satisfaction therefore we can end up that customer satisfaction and business performance are positively linked to employee satisfaction.

The result shows that the most of the customer are satisfied with the quality of the services which are providing by the bank, but in case of friendliness and courtesy of staff 4% of customers are dissatisfied, 4% are dissatisfied with the professional competence of staff, and 8% are dissatisfied with the time it took you to complete the transaction at FSF. What is more, the bank should provide the training courses to increase their performance ability and cover this weakness and satisfy the customers.

More over, most of the customers were very satisfied with the accessing ATM Network, the research shows