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Brm Scb Research Report Final

Brm Scb Research Report Final

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Published by: Pakassignment on Dec 19, 2010
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11/10/2011

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Send your assignments and projects tobe displayed here as sample for othersat
PAKASSIGNMENT@GMAIL.COM
 
SERVICE QUALITY TRANSLATING INTO CUSTOMER SATISFACTION IN STANDARD CHARTEREDBANK 
SERVICE QUALITY TRANSLATING INTOCUSTOMER SATISFACTIONMETHOD OF BUSINESS RESEARCH REPORT
HAMDARD UNIVERSITY CITY CAMPUS (HIMS)
GROUP MEMBERS:MANAWAR ALI KHAN (MEN 2200770)SAIF-ULLAH BEHAB (562021)MUHAMMAD ASHRAF KHAN (MEN-2200606)AMIR ALI ZULFIQUAR(0203)
 
HAMDARD INSTITUTE OF MANAGEMENT SCIENCES
2
 
SERVICE QUALITY TRANSLATING INTO CUSTOMER SATISFACTION IN STANDARD CHARTEREDBANK 
Table of Contents
 Acknowledgement i Academic Honor ii Executive Summary iii
1.Introduction
Back Ground2
Problem Statement2
Questions to be Addressed3
2.Research Methodology
4
Information Gathering4
Personal Interviews4
Questionnaires to be filled by Customers4
Personal Visits and Observations5
3.A Brief Review
6
Why Standard Chartered Bank Limited, Pakistan6
What is Service Quality6
Objectives of Service Quality6
Internal Service Measures7
Total Quality Management8
Sigma Six8
4.Findings
Questionnaires filled by Mystery Shoppers9
Questionnaires to be filled by Customers16
5. Conclusion7.Bibliography
33
6. Appendices
34
HAMDARD INSTITUTE OF MANAGEMENT SCIENCES
3

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