The Enrichment of General Banking of HSBC through customer services
Chapter 1: Introduction
BBA program of Dhaka University is organized and tailored to provide the students with theconceptual, theoretical and practical tools of analyses. Special stresses are given on theoryand practice them under an organization. There fore as an internee I have completed my practice session and prepared this required Report based on investigations carried out bymyself in Hong Kong Shanghai Banking Corporation . Service industries are quite varied.The government sector, with its courts, employment, services, hospitals, loan agencies andschools is in the service business. The private non profit sector with its museums, charities,colleges, foundations and hospitals, is also in the service business. A good part of the business sector, with its airlines, banks, computer service bureaus, hotels, insurancecompanies, law firms, management consulting firms, medical practices, motion picturecompanies, and real estate firms is in the service business. A service is any act or performances that one party can offer to another that is essentially intangible and does notresult in the ownership of anything. Its production may or may not be tied to a physical product. This report has been prepared on the service organization. The name of theorganization is HSBC. The bank within a short span of ten years, has successfully builtits' position in the banking arena of the country
1.2 Origin of the Report
The BBA internship program is a compulsory for the students who are graduating from theSchool of Business of Dhaka University. It is a 03 credit hour course and Students who havecompleted all the required courses (at least 114 credit hours) are eligible for this course. Theorganization attachment started on March 01, 2007 and end on May 31, 2007. Myorganization supervisor Mr. Safayat Hasan (Customer Services Officer, Motijheel Office,HSBC Dhaka) assigned me the topic of my report and my institution supervisor atDepartment of Finance, University of Dhaka, Prof. M. Nasiruddin duly approved it. Thereason behind choosing this topic is that, recently the CEO of HSBC Bangladesh has givenemphasis on better customer service and more customer satisfaction and thus the Customer service officer wants to get an idea of the current level of customer satisfaction at HSBC.