Professional Documents
Culture Documents
No one can say that I am perfect everyone should admit that without the help of
ALLAH and His people a man cant get anything so I bow my head before
almighty Allah with gratitude. I am also very much thankful and presents salute to
many individuals who have helped me in shaping this report. I am also thankful to
the the staff Habib Bank Ltd especially to Miss Hamna sajjad who provide me an
opportunity to work in friendly environment. I am very thankful to all the staff that
helped me in understanding my work, who helped me in every step and
appreciated me well at my work.
Table of content
1
CHAPTER #.
1.
DESCRIPTION
INTRODUCTION
PAGE #.
4 to 12
Meaning of Bank
Historical Development of Bank
Historical of Development HBL
Mission, Vision & core values
Objective of HBL
Organizational structure
Management hierarchy
2
13 to 30
Functions of HBL
Account opening section
Remittances Section
clearing Section
SWOT analysis
3
30 to 31
Services of HBL
ATM
Debit card
Phone banking
Mobile banking
Internet banking
Financial analysis
32 to 38
39
Recommendation
40
Bibliography
41
Executive summary
2
Banking sector owes a pivotal importance in the economy of any country through its
vibrant functions. This is the deep seated motivator that geared up me to join any bank
for internship. Moreover, the practice and familiarity learned during this tenure would
also attest very helpful and alleviating in the awaiting proficient life.
Every student of Bachelor in Business Administration at UNIVERSITY OF EDUCATION
has an essential requirement to do Six weeks internship in any of the well reputed
organization. The purpose of this program is to acquaint the students with practical
applications of theoretical concepts taught to them during conduct of their BBA program
So to quench the thirst of practical exposure and for getting the basic knowledge about
Bank I joined HBL Model town. During six week in HBL I gather all necessary
information about HBL.
Efforts have been made to compile this report in such a way that activities its salient
features not only for students but also for the layman. I have divided this report into
different chapters.
First chapter is about introduction of HBL. Second chapter is about department and
function gives us description about how to open an account, how to deposit and
clearing. Third chapter discuss the services. Fourth chapter is about financial analysis
and what I learned through internship.
List of table
Table name
Page number
Return on asset
Return on equity
Advances to deposits
Equity to assets
Equity to deposit ratio
Investment to total asset
Earnings per share
Overview of organization
History and Background of HBL
Habib Bank Limited commonly referred to as "HBL" and head-quartered in Habib Bank
Plaza, Karachi, Pakistan, is the largest bank in Pakistan. The bank has a network of
over 1547 branches in Pakistan and 55 branches worldwide. It has a domestic market
share of over 40%. It continues to dominate the commercial banking sector with a major
4
market share in inward foreign remittances (55%) and loans to small industries, traders
and farmers.
Mohammed Ali Jinnah, Pakistan's founding father, realized the importance of financial
intermediation while he was campaigning for the creation of a separate homeland for
the Muslims of India. He persuaded the Habib family to establish a commercial bank
that could serve the Indian Muslim community. His initiative resulted in the creation of
Habib Bank in 1941, with HO in Bombay (now Mumbai), and fixed capital of 25,000
rupees. The bank played an important role in mobilizing funds from the Muslim
community to finance the All-India Muslim League's campaign for the establishment of
Pakistan. Habib Bank also played an important role in channeling relief funds to
Muslims hurt in the communal riots and violence that preceded the departure of the
British from India.
After Pakistan was born in 1947, Habib Bank, at the urging of Governor-General Jinnah,
moved its headquarters to Karachi, Pakistan's first capital. This gave Karachi its first
commercial bank of the newly formed Pakistan. The Habib family owned and managed
the bank until the Pakistan government nationalized it on 1 January 1974.HBLs first
international branch was established in Colombo, Sri Lanka in 1951 and Habib Bank
Plaza was built in 1972 to commemorate the banks 25 th Anniversary.
On June 13, 2002 Pakistans Privatization Commission announced that the Government
of Pakistan had formally granted the Agha Khan Fund for Economic Development
(AKFED) rights to 51% of the shareholding in HBL, against an investment of PKR
22.409 billion (USD 389 million). On February 26, 204, management control was
handed over to AKFED. The Board of Directors was reconstituted to have four AKFED
nominees, including the Chairman and the President/CEO and three Government of
Pakistan nominees.
It was HBL that introduced products such as Credit Cards, ATMs, Travelers Cheques,
etc., to the Pakistani market. HBL plays a central role in Pakistan's financial and
economic development. Habib Bank Plaza, the tallest building in Pakistan, is the proud
symbol of HBLs leadership in Pakistans corporate arena.
Habib Bank offers the basic range of banking services to its customers, to include
Commercial, Corporate, Investment, and Retail Banking, Treasury, and Islamic Banking.
5
It has more than 1549 branches all over Pakistan and presence in 26 countries across
five continents. With a revamped customer oriented philosophy, we are pursuing new
avenues of leadership through innovation, as it gear up to face the challenges of the
new millennium.
Vision statement
Enabling people to advance with confidence and successes
Mission statement
To make our customers prosper, our staff excel and create value for
shareholders
Core values
HBL is absolutely trapped with a business philosophy that incorporate five concrete
values which each individual associated with the bank abides by. Our values are the
fundamental principles that define our culture and are brought to in our life in our
attitudes and behavior. It is our values that make us unique and unmistakable. Our
values are defined below:
1) Excellence
This is at the core of everything we do. The markets in which we operate are
becoming increasingly competitive, giving our customers an abundance of
choice. Only through being the very best - in terms of the service we offer, our
products and premises - can we hope to be successful and grow.
2) Integrity
For us, integrity means a synergic approach towards abiding our core values.
United with the force of shared values and integrity, we form a network of a wellintegrated team.
3) Meritocracy
At every level, from selection to advancement, we have designed a consistent
system of human resource practices, based on objective criteria throughout all
the layers of the organization. HBL is therefore, able to achieve a specific level of
performance at every layer of the organization.
4) Customer Focus
We understand fully the needs of our customers and adapt our products and
services to meet those. We always strive to put the satisfaction of our customers
first.
5) Progressiveness
We believe in the advancement of society through the adoption of enlightened
working practices, innovative new products and processes, and a spirit of
enterprise.
Symbol of HBL
Objective
8
The banks main aim is to provide better and efficient services to its domestic and
efficient customers and overseas customer regarding the need for improving the
financial performance of the company.
Next are some of the main objectives of HBL.
To get profit for the Bank itself and maximize its shareholders value.
To offer solutions for multiple requirements of clients of assorted financial nature.
To cope with the changing trends of the modern day financial market.
To be a diversified bank by offering all basic consumer services along with specialized
services
Honest and ethical conduct, including ethical handling of actual or apparent conflicts of
interest between personal and professional relationship.
To provide employment opportunities to people.
To help in development and industrialization of the country
Organizational structure
Domestic Structure
With a domestic system of 1408 trade branches and 17 business branches which are
well located in all cities and towns of the country, the bank provides the entire banking
services counting consumer and corporate finances, leasing, investment and money
market transactions etc.
International Structure
Through its 15 overseas offices including branches, locally included subsidiaries and
joint ventures, the bank has international presence in 26 countries encompassing the
United Kingdom, Continental Europe, the Middle East, Southeast and Far East Asia,
Africa, Australia, and the United States. Besides providing banking services to the
emigrants Pakistanis, these offices also help out in developing linkages between
Pakistan and the international financial set-up.
9
Operational Structure
HBL is among the principal commercial bank of Pakistan. It accounts for a considerable
share (40%) of the entire commercial banking market in Pakistan with a set-up of 1,705
domestic branches; 55 overseas branches in 26 countries extend over Europe, the
Middle East, Far East, Asia, Africa and the United States; 3 HBL wholly owned
subsidiaries explicitly Habib Bank Financial Services (pvt) Ltd. (Karachi), Habib Finance
International Ltd. (Hong Kong) and Habib Finance Australia Ltd. (Sydney); 2 joint
ventures namely Habib Nigeria Bank Ltd. (40%) and Himalayan Bank Ltd. (20%); and 2
delegate offices in Iran and Egypt.
Retail Banking
Retail banking of HBL consists of trade lending, deposits, and banking services to
private individual and small businesses.
commercial
mergers
and
acquisitions,
underwriting,
privatizations,
and
securitizations.
Ownership Structure
HBL operated under Government possession from 1974-2004. After privatization in
2004, 51% of the banks shares were purchased by the Agha Khan Fund for Economic
Development, an organization of the Agha Khan Development Network. The
10
administration of Pakistan is expected to slowly strip its remaining 49% shares in the
bank.
Business Segments
A segment is a noticeable constituent of the bank that is occupied in providing product
or service (business segment), or in providing products or services within a particular
economic environment (geographical segment), which is subject to risk and rewards
that are different from those of other segments. The banks primary layout of reporting is
based on business segments.
Geographical Segments
The bank operates in five geographic regions, being:
Pakistan
Europe
North America
Middle East
Others
Management Hierarchy
President
11
Board of Directors
Member Executive Board
Zonal Chief
Branch Managers
Miscellaneous functions
Miscellaneous Functions
Utility services.
12
Departments of HBL
A variety of departments are working in all the branches of Habib Bank Limited to
smooth the progress of banking for the customers. Few of them are:
A) Types of accounts:
Depositors can open following types of accounts.
Current account
Saving account
Basic Baking Account
Freedom account
Foreign currency account
HBL id
13
Saving Account
Saving Account is that account in which customer puts his surplus money which
he saves from his daily expenditure. The account can be operated by depositing
a minimum cash of Rs 1000. Small percentage of interest is allowed on the
balance of this account
HBL is giving seven types of saving accounts
I.
II.
Value account
III.
IV.
V.
VI.
VII.
HBL rutba
I.
customers. Following each six months the executive board of the bank specifies
the profit/interest on this account and the rate of profit is declared by the Head
Office Habib Bank Limited which is 7.12% per annum. Profit is paid after every
half year end.
On the first of Ramadan Zakat is deducted at the rate of 2.5%. If any customer
does want to pay the Zakat form his account then he must give an affidavit that
he will give Zakat by himself or he belongs to Fiqah-e-Jafria.
Limitation on withdrawal of heavy balances is now abolished. Customer can
withdraw heavy amount within the banking hours without giving any notice.
II.
Value account
Hbl value account is a profit making term of bank policies. That provides 7.50%
profit per annum to their account holders. In this account, account holder can
deposit from 10000 to 100,000RS. Profit is calculated monthly but credited
quarterly. HBL provides check book and debit card facilities to their value account
holders.
III.
IV.
15
V.
VI.
VII.
HBL Rutba
HBL rutba is specially designed for individuals aged 55 or above who look
forward to a financially independent life after retirement, with HBL Rutba
customer can add value to his saving up to 8% per annum and enjoy flexibility to
conduct transactions and make as many deposits and withdrawals without any
charge. Profit is calculated on an average balance and paid out monthly. There is
no limitation of minimum balance required. There is a facility of free cheqe books.
If the account holder maintain 10000 Rs he can get free personal accident
Insurance and free over-the-counter cash insurance cove.
16
Freedom account
Freedom account is for customers who wants account for business purpose. There are
two type of freedom account difference between those account is the limit of balance.
The services for both are same. In one freedom account limit of balance is 25000 Rs
and in other account limit is 50000 Rs. Customers can avail free services of withdrawal
& deposit transactions through any HBL branch, online funds transfer transactions,
Bankers Cheques, duplicate account statements, debit card issuance (for individuals
and sole proprietors), ATM transactions through HBL network, SMS alerts* on over-thecounter transactions above PKR 25,000/- (for individuals and sole proprietors) upon
activation via HBL Phone banking. A charge of Rs. 58 is applicable to each debit
transaction initiated by the customer during the month if balance falls below Rs. 25000
or 50,000 even for a day
FC-SB
This is saving account offered in three currencies. USD (US dollar), EUR (Euro) and
GBP (UK pound). This account is having tiered products with rates depending on choice
of currency. Interest is payable on a quarterly basis. To earn profit minimum balance
should be 1000 USD, EUR or GBP.
17
In high yield foreign currency fixed deposit account profit is paid on maturity only. No
interim interest is payable. This is available in 1 month, 2 month, 3 month, 6 month and
12 month in USD, EUR and GBP. HBL is giving tiered product to its account holder with
rates depending on choice of currency and term.
HBL I.d
HBL i.d is current account for students. It can be opened from a little amount as
10 Rs. Cheque book and HBL i.d debit card are the free facilities provided by
HBL to their customers. Students can also save money by opening a saving
bucket with any amount. The saving period can be from 3 to 12 months. 9% profit
is given to the account holders. When the saving period ends, the money goes
back to the account for use.
If customer use thumbs impression then must give his 3 recent photographs.
Next of kin: the customer must clear that who is responsible for the account in
his absence.
18
I.
Formal Application:
Obtaining Introduction:
The bank previous to opening an account obtains introduction of the customer from an
old customer, responsible person etc.
III.
Specimen Signature:
When the Banker is contented about the truthfulness of the customer, he agrees to
open the account. The Banker then obtains the specimen signatures of the customer on
the signature book or on card.
IV.
In Pakistan the current account can be opened with a minimum balance of Rs. 500/and PLS Saving Account with a minimum of Rs 100/- These amounts are also the
minimum balances to be maintained by the account holders with the bank.
V.
Cheque book:
It is a printed book of blank cheques provided by the bank to its customer for drawing
money from their account. Different cheque books are available for the current and PLS
account.
Issuance of chequebook:
For issuance of cheque book of a new account, the customer first fills out the requisition
slip and submit it to the relevant officer, who in turn will issue chequebook to the
customer within 4-5 days or a week. The officer will enter the date, account title, number
of leaves, cheque number from start to end, account number and the signature of the
applicant on the chequebook issuance register. The officer will also enter the account
number on each cheque of the book and in case of photo account (either having thumb
impression or shaky signs) stamp is impressed written All the cheques to be signed in
the presence of the bank officer (this stamp is impressed on the cheque books of those
people who have shaky signs) Right or left thumb will be affixed in the presence of
bank officer (This stamp in impressed on the cheque books of those people who use
thumb impressions). And in case of Minors account, every cheque has a stamp
impressed written The account will be operated by minor if even minor attains the age
of majority.
E) Transfer of an Account:
20
Account cannot be transferred to any other branches of Habib Bank Ltd. If a customer
wants to transfer his account, he linked in the account by giving copy of CNIC and filling
the additional request form.so a new account is opened and legal formalities are
required.
F) Closing of an Account:
A shareholder ready to close his account must present his pass book in order that
withdrawals and the amount of interest due on the account is entered within and final
balance stuck. This balance is then paid to the depositor and his proof of payment is
taken, the pass book is canceled, unused cheque forms on hand are also surrendered
at the same time.
G) Secrecy:
The confidentiality of depositors account is the responsibility of every official engaged in
the Bank service.
2. Remittance Department:
Remittances are arithmetic of money sent in payment for or against something.
The remittance department is chiefly concerned with these payments. As it is the
responsibility of the bank to pass on the money to any place where there is a
21
bank. Remittance is the chief department of the bank. It is the easiest and safest
way to send money to any situate. Remittances are divided into:
A) Inward Remittance:
Inward remittances refer to payment in goodwill of the banks account holders.
Inward remittance includes all cheques received for collection i.e. cheques and
drafts received for the payment and clearance or drawn on us from customers or
other bank on behalf of their customers are called remittance inward.
B) Outward Remittance:
Outward remittances are the entire payments prepared to other people on behalf
of the account holders in the bank. Outward remittances can also be done for
non-account holders who deposit cash in the bank and remittance tools are
prepared for them. In short, all instruments issued by us which are drawn on
other branch of the same bank or instrument deposited for collection from other
bank locally or out of the city is called remittance outward.
Types of Remittance:
Habib Bank Ltd. Of Pakistan deals with the following types of remittance:
I.
Demand Draft:
Demand draft is the on paper order given by one branch of the bank on the behalf of
client to another branch outside the city of the same bank for a certain amount to the
certain person.
22
It is the most commonly used method for the remittance of money. It is very simple,
firstly a form is to be filled, in which all details are specified that where and in which
branch the draft is to be sent then the money is deposited which is called draft and
money can be drawn after showing to the bank of the specified branch of the bank. Only
specified person can draw the money on that draft. Another method to secure the
payment of the draft could be the crossing of the draft which means that it will only be
deposited in the payees account.
It is unconditional order. The payee is not bound to have an account in the bank. It is
issued to rest of the customer and the bank receives the charges and exchange.
II.
Pay Order:
A pay order is on paper order issued by the bank on its own branch, drawn upon and
payable by itself to pay a particular sum of the money to the person. The purpose of the
pay order is to transfer the funds from one place to another. It is usually not issued in
favor of the parties of other cities. Usually the pay order is issued for the local transfer of
money between the parties.
Pay order is less costly method of relocate money. Normally this method is used to
transfer money inside the city. If it is used city wide, it takes a long time.
First remittance application form is filled that is etched in annexure of the report.
Here the customer is requested to fill update, branch, amount, cheque #,
beneficiary details; his complete name, address, CNIC no., account no. and the
details of the applicant.
Customer is asked to submit money on the counter by first filling the pay in slip
and required amount is received by customer from the customer.
23
Cash is received by the cashier on counter and he place stamps on the pay in
slip and give the receipt to the customer.
Then the remittance department will make the DD or pay order and then handed
over to customer.
3. Clearing Department:
Clearing house is a place where ambassador, of all bank get together for the intention
of setting the inter bank indebtedness arising from the transmit of deposit by a customer
of a particular bank to another bank.
This is a superfluous banking facility which is provided to the community in this if they
are maintaining an account with the HBL they can lodge Cheque of any bank in
Pakistan, which will be collected and credited to their respective accounts through the
course of clearing. In this representatives of various banks are gathered at State Bank
of Pakistan and exchanges the Cheque presented to them for debit of the respective
accounts and in second round of meeting provide each other the fate of those cheques
to be credited to respective accounts.
When people present the Cheque of any other bank for clearing, first enter the Cheque
into the clearing register of the bank. Then this Cheque sent to the NIFT for clearing.
NIFT is the department which is created by the SBP for clearing the checks of different
banks.
NIFT
24
NIFT facilitates the clearing of cheques between institutions locally (within the
city).
NIFT collects cheques, demand drafts, Pay orders, Travelers Cheques, etc. from all
the branches of different banks within city through its carriers and send them to the
branches on which these are drawn for clearing. After the branches approve the
instruments drawn on them, NIFT prepares a sheet for each branch showing the
number for instruments and amount in its favor and drawn on it and sends it to each
branch.
SWOT Analysis
The short form SWOT stands for an organizations internal Strengths and Weaknesses
and its external Opportunities and Threats. The principle of such examination is to
25
2.
3.
Strengths:
A proficiency or potential that facilitates HBL to visualize and put into practice its
strategies.
26
I noticed that HBL employees cooperate with their clients as if they are their
personal friends and talk about about their problems as their own.
Habib Bank Limited has acquired a consistent and easy to use internal computer
system. All information regarding the transactions in customers deposits has
been automated.
Being the leading the way of banking in Pakistan, HBL is the oldest and the
richest in familiarity.
HBL has opened all its branches at marketable regions so that the customers
face no problems in reaching to the bank.
The bank is all the time on the look to get better its services mutually to the
domestic as well as overseas customers.
24 hours cash access and secure payment products for high value transaction.
27
Weaknesses:
Maximum number of branches carrying out the proper maintenance and
complexity in providing identical working atmosphere at the every branch
28
Opportunities:
Huge available market prospective in consumer banking.
An opportunity exists, in shape of opening of ladies banking segment inside the
branch which is completely a new idea and it will pull customers towards bank.
Chance for mounting value added services combined with corporate banking
relationships, cash management services to large and medium sized corporate
clients.
Huge international net which mainly emphasizes on trade finance with Pakistan
can be operated to valve trade activities in other markets. In addition, services
such as cross border / offshore financing for corporate customers can be
improved.
Customer advice on diverse products and accounts has really improved the bank
performance and encouraged the ambiance for other potential policies.
Habib Bank Ltd. also has an opportunity to enlarge its new technological
expansion like; tele-banking facilities in a way to serve the customer more
competently.
Due to well-organized and expert management group, HBL can also develop and
enlarge its foreign business productively.
Habib Bank Limited provides opportunity to make use of its abilities and
efficiencies in leasing business
29
Threats:
The danger of irregularity and government policy concerning about business and
economics sectors, specially political and regional situation which makes the
environment doubtful.
Services of HBL
ATM
Funds can be
DEBIT CARD
30
HBL is offering stylish debit card in six colors to its customers. Customer can
withdraw amount at any time. All services offered through ATM can be availed
using HBL debit card. Customer can get up to 20% discount on leading
restaurants
MOBILE BANKING
Funds can be
INTERNET BANKING
Funds can be
PHONE BANKING
Customer are having facilities of bankers cheque request, balance inquiry,
account information, stop cheese book request, debit card activation &
deactivation, credit card activation & deactivation, internet banking support and
account or service settlement request through phone banking.
31
Financial analysis
1. Return on Assets
FORMULA:
Year
2009
2010
2011
2012
2013
ROA
1.55%
1.84%
1.94%
1.41%
1.34%
ROA
2.50%
2.00%
1.50%
1.00%
0.50%
0.00%
2009
2010
2011
INTERPRETATION:
32
2012
2013
ROA measures the overall effectiveness of management in generating profit with its
available assets. The higher return on total assets is considered best.
Return on assets decreased in 2012 onwards and it was on peak in year 2011. This
may occurred because of more debt financing in 2011 as compare to years 2012 &
2013 which resulted in declining of net profit and rising of interest cost.
2. Return on Equity:
FORMULA:
Year
2009
2010
2011
2012
2013
ROE
16.10%
17.92%
20.48%
17.33%
16.38%
ROE
25.00%
20.00%
15.00%
10.00%
5.00%
0.00%
2009
2010
2011
33
2012
2013
INTERPRETATION:
ROE measures the return earned on the common stock holders investment on the firm.
Generally the higher the returns the better off are the owners.
In 2011 ROE is very high which indicates that the more efficient management is utilizing
the equity base and is giving a better return to its investors. While in the years 2012 and
onwards ROE is decreasing this happened may be due to increased issuance of longterm debts.
3. Advances to Deposits:
FORMULA:
Advances / Deposits
Year
2009
Advances to 66.60%
2010
2011
2012
2013
61.51%
48.98%
41.13%
40.22%
deposit
34
Advances to deposit
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
2009
2010
2011
2012
2013
Interpretation:
This ratio shows advances of the bank as compared to the deposits.
Loans to deposit show a decreasing trend in alternative year from 2009 to 2013. This
shows that the advances of the bank decreased but on the other side bank deposits
increased. While in year 2009 and 2010 the advances of bank increased and deposits
of bank decreased.
4. Equity to Assets:
FORMULA:
Year
2009
2010
2011
35
2012
2013
Equity to
9.64%
10.26%
9.49%
8.16%
8.19%
assets
Equity to assets
12.00%
10.00%
8.00%
6.00%
4.00%
2.00%
0.00%
2009
2010
2011
2012
2013
Interpretation:
The equity to assets ratio shows the profitability and finance of the bank. In 2012 ratio is
lowest this means that much of the bank is financed by loans. From 2009 to 2010 this
ratio increased to 10.26% in 2010 showing better financial and profitability position of
the bank as approximately all of the long term capital is equity.
36
FORMULA:
Equity / Deposits
Year
2009
2010
2011
2012
2013
Equity to
12.19%
12.71%
11.58%
10.28%
10.03%
deposit
ratio
2009
2010
2011
2012
2013
Interpretation:
This ratio shows the relation between total equity to the total deposit.
In 2013 ratio is lowest this means that much of the bank was financed by deposits made
to bank rather than equity. From 2009 to 2010 this ratio is increasing to 12.71% in 2010
showing better financial and profitable position of the bank as approximately all of the
long term capital is equity with less or no deposits involved in the financing of
37
Year
2009
2010
2011
2012
2013
Inv. to total
25.06%
27.56%
36.73%
49.49%
48.15%
assets
2009
2010
2011
2012
2013
Interpretation:
The above ratio shows the relation between the investment and total assets.
As the calculation show that for the couple of years the ratio was low but the value has
increased in year 2011 and 2012. This means that the investment has increased a lot as
compared to the assets.
38
Year
2009
2010
2011
2012
2013
EPS
19.70%
15.26%
20.13%
18.36%
17.15%
Chart Title
0.25
0.2
0.15
0.1
0.05
0
Year
2009
2010
2011
2012
2013
Interpretation:
In 2011 company has a maximum EPS it indicates that company is enjoying profits
more as compare to year 2010 onwards till 2013 which shows a tremendous
decrease in EPS showing adverse effect to the companys profitability.
39
Recommendation I Propose
I will give following suggestions for the better function of the Bank:
1) that number of staff members in the branch should be increased so that they can
meet their customers requirements quickly and efficiently
2) Old and lazy staff should be replaced by young, qualified and energetic staff.
3) In early days of month there is a great rush of customers, which cause
inconvenience for the officer concerned and cashier as well, there should be
more staff members.
4) The daily newspapers and journals should be provided to the customers visiting
there.
5) Bank should facilitate their customer with proper siting places.
6) ATM machines remains faulty, so it should be taken care of.
7) A separate ladies counter should be there
8) Problem in Online Banking should be reduced in all the branches.
9) Reference system should be eliminated and management should strictly order
to the employees and in charge officers to provide complete attention to those
who dont have any reference
10)Aggressive publicity campaign must be introduced through press and Electronic
media for new products and scheme by initiating vigorous marketing policy.
11) Consumer financing should be initiated to capture the market share.
41
Bibliography
1. Akhtar, S.M. Economic development of Pakistan 1st Edition (united Publisher,
Lahore, 1987).
2. Edmister, Robert . Finical Institutions 2nd edition,(Mc Graw Hil] Inc. New York,
1986).
3. Annual report 2013
4. http://www.hbl.com/individual-customers-services.php
5. www.hbl.com
6. www.KSE.com.pk
7.
www.DAWN.com
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Methodology
Time period of research
Time period of this research is two weeks as from 03 july 2013 to 23 july 2013.
Primary data
Secondary data
Manuals etc
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