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Introduction

The Bank commenced operations in 2002, on being issued the


first-ever Islamic commercial banking license by the State Bank of
Pakistan in 2012 Meezan Bank completed a milestone of 10 years
of Islamic Banking in Pakistan. It is a publicly listed company with
a paid-up capital of Rs. 10 billion (Dec, 2013). The bank is
sponsored by leading financial institutions from Pakistan and the
Middle East that include Noor Financial Investment Co.,
Kuwait, Pakistan
Kuwait
Investment
Company
(Pvt.)
Limited and Islamic Development Bank, Jeddah. The JCR-VIS Credit
Rating Company Limited, has rated Meezan Banks short term
rating at A-1+ (A-One Plus), the highest standard in short term
rating, and rated the long-term entity rating at AA (Double A) with
stable outlook. It offers a range of personal and corporate Islamic
banking products and services through a retail banking network of
over 351 branches in 103 cities. Backed by a state-of-the art T-24
core banking system, the branch network is supported by 24/7
banking services that include over 281 ATMs, Meezan VISA Debit
Cards, Internet Banking, SMS alerts and a 24-hour Call Center. ]

The bank has an in-house Shariah Advisor and a Shariah


Supervisory Board composed of Shariah scholars; the Bank
operates strictly under the principles of Islamic Shariah and is well
recognized for its product development and Islamic Banking
research and advisory. It has been consistently recognized as the
best Islamic Bank in Pakistan by various local and international
institutions over the past several years including Best Islamic
Financial Institution in Pakistan by Global Finance magazine and
Best Islamic Bank in Pakistan by Islamic Finance News of RED
money Group, Malaysia.

Vision:
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Establish Islamic banking as banking of first choice to facilitate the


implementation of an equitable economic system, providing a strong
foundation for establishing a fair and just society for mankind.
Mission:
To be a premier Islamic bank, offering a one-stop shop for innovative
value-added products and services to our customers within the bounds of
Shariah, while optimizing the stakeholders value through an organizational
culture based on learning, fairness, respect for individual enterprise and
performance.
Our Service Mission
To develop a committed service culture which ensures the consistent delivery
of our products and services within the highest quality service parameters,
promoting Islamic values and ensuring recognition and a quality banking
experience to our customers.

Our Values
Core Values

Shariah-compliance, Integrity, Professionalism, Innovation, Service,


Excellence, Social Responsibility

Staf

Committed, motivated and professionally trained employees who are


empathic to their customers needs.

Brand Personality

A sober and established, strong, empathic, professional person; who is an


extremely loyal and dependable friend and business partner, and is
committed to offering comprehensive value-based Shariah-compliant
financial solutions.

Relationships

Our relationships are long-term. We recognize and value our customers


needs above all and strive to ensure their fulfillment. All customers are
treated with professionalism and in a friendly manner. It is our Endeavour to
ensure that they receive efficient and timely service. The Meezan Bank
experience is a unique one.

Corporate Information
Board of Directors
H.E.Sheikh Ebrahim Bin Khalifa Al-Khalifa Chairman
Abdullateef A. Al-Asfour Vice Chairman
Rana Ahmed Humayun
Riyadh S. A. A. Edrees
Mohammed Azzaroog Rajab
Alaa A. Al-Sarawi
Mohammad Abdul Aleem
Shaharyar Ahmad (resignation accepted on March 2, 2014)
Noorur Rehman Abid (inducted on January 21, 2014)
Irfan Siddiqui President & CEO
Ariful Islam Deputy CEO
Shariah Supervisory Board
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Justice (Retd.) Muhammad Taqi Usmani Chairman


Dr. Abdul Sattar Abu Ghuddah
Sheikh Essam M. Ishaq
Dr. Muhammad Imran Usmani Shariah Advisor

Board Committees
Audit Committee
Mohammad Abdul Aleem
Noorur Rehman Abid
Shaharyar Ahmad
Risk Management Committee
Riyadh S. A. A. Edrees
Alaa A. Al-Sarawi
Ariful Islam

Auditors
A. F. Ferguson & Co.
Company Secretary
Tasnimul Haq Farooqui
Chief Financial Officer
Shabbir Hamza Khandwala
Human Resource &
Remuneration Committee
Abdullateef A. Al-Asfour
Noorur Rehman Abid
Irfan Siddiqui

Registered Office
Meezan House C-25, Estate Avenue,
SITE, Karachi-Pakistan.
Shares Registrar
THK Associates (Pvt.) Ltd.
State Life Building-3, Dr. Ziauddin Ahmed Road,
Karachi-75530, Pakistan. Ph: (92-21) 111-000-322,
Fax: (92-21) 35655595

Contact

PABX: (92-21) 38103500


Call Centre (UAN): 111-331-331 & 111-331-332
E-mail: info@meezanbank.com
Website: www.meezanbank.com

Financial Highlight
Statement of Financial Position as at Dec. 31 2013:

Total Assets PKR 329.725 Billion

Deposits and other accounts PKR 289.811 Billion

Financings PKR 127.623 Billion

Investments PKR 151.614 Billion

Due from financial institutions PKR 7.443 Billion

Share Capital PKR 10.027 Billion

Shareholders' Equity PKR 18.913 Billion

No. of branches 351

No. of cities of operation 103

No. of Staff 6,24

Statement of Financial Position


Rupees in '000
Dec. 31,2013

Dec.31, 2012

Growth

Deposits and other accounts

289,810,51 9

230,425,986

26%

Islamic financing and related assets - net

127,622,868

88,678,076

44%

Investments

151,613,933

152,459,855

-1%

Total Assets

329,724,631

274,436,510

20%

Share Capital

10,027,379

9,033,675

11%

Shareholders' Equity

17,908,150

15,493,638

16%

Technology
Meezan Bank has a strong technology focus. It has invested
heavily in state-of-the-art software applications namely Temenos
T-24 and Oracle. It has also recently upgraded its hardware
platform and also has a hot disaster recovery site in place to
cater to any unforeseen eventualities.

Branch Network
Over 400 Branches in Over 100 Cities

Alhamdulillah, with over 400 branches in 114 cities across Pakistan, Meezan
Bank is the largest Islamic Bank and the 8th largest Bank (in terms of Branch
Network) in Pakistan. This is a milestone that is not only the success story of
Meezan Bank but also the continuing success story of Islamic banking in
Pakistan. With this extensive network, our existing and potential customers
are now closer than ever in benefiting from Islamic Banking at their doorstep.
All branches provide real-time online banking facilities to customers.
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As the first and largest dedicated Islamic bank in Pakistan, Meezan Bank
team continues to build on its Vision of establishing "Islamic Banking as
Banking of First Choice". One of the key objectives of the Bank is to have its
footprint strategically placed throughout the country enabling the public to
avail the benefits of Shariah-compliant Banking in their neighbourhood.
The cities in which the Bank presently operates are as follows:
Abbottabad

Jampur

Peshawar

Ahmedpur East
Arifwala

Jhang
Jhelum

Pir Mahal
Pakpattan

Attock
Bannu

Kabirwala
Karachi

Quetta
Raiwind

Bahawalnagar
Bahawalpur

Kamoke
Kasur

Rahim Yar Khan


Rashidabad

Battagram
Burewala

Khairpur
Khanewal

Rawalpindi
Rawalakot

Chakwal
Chaman

Khanpur
Kharian

Sadiqabad
Sahiwal

Charsadda
Chichawatni

Kahror Pacca
Khushab

Sakrand
Sanghar

Chiniot

Kohat

Sargodha

Chishtian

Kot Addu

Sawari

Chung
Dadu

Kunri
Lahore

Shahdadpur
Sheikhupura

Dadyal
Depalpur

Lalamusa
Larkana

Sialkot
Sukkur

Daska
Dera
Khan
Dera
Khan

Lodhran

Swabi

Layyah

Swat
Tando Adam

Digri

Loralai
Mandi
Bahauddin

Dina

Mansehra

Tando Allahyar
Tando
Mohammad
Khan

Dukki

Mardan

Timergara

Ghazi
Ismail

Dunyapur

Mian Channu

Tarlai

Faisalabad

Taunsa

Gojra

Mianwali
Mirpur
Kashmir

Gujar Khan

Mirpur khas

Toba Tek Singh

Gujranwala
Gujrat

Moro
Multan

UmerKot
Vehari

Hafizabad
Haripur

Muslim Bagh
Muzaffarabad

Wah Cantt
Wazirabad

Haroonabad
Hasilpur

Muzaffargarh
Muridkay

Zhob

Havelian
Hub (Lasbela)

Nawabshah
Nowshera

Hyderabad
Islamabad

Okara
Pabbi

Jalalpur Jattan

Pattoki

Azad

PRODUCTS AND SERVICES

MEEZAN AMDAN CERTIFICATE


CERTIFICATE OF ISLAMIC INVESTMENT
KAROBARI MUNAFA ACCOUNT
DOLLAR SAVING ACCOUNT
MEEZAN BUSINESS PLUS ACCOUNT
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Taxila

MEEZAN BACHAT ACCOUNT


LABBAIK SAVING AASAAN
MEEZAN RUPEE SAVING ACCOUNT
MEEZAN RUPEE CURRENT ACCOUNT

CONSUMER FINANCE
INTERNET BANKING
LADIES BANKING
8 TO 8 BANKING
ONLINE BANKING
MEEZAN LABBAIK TRAVEL AASAAN
MEEZAN LABAIK SAVING ACCOUNT
DOLLOR MUDARABAH CERTIFICATE
MONTHLY MUDARABAH CERTIFICATE

LAPTOP EASE
Complete suretythat purchased laptop is a genuine brand

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Absolutely free takaful coverage.


Free carrying case will be provided by vendor.
2 years warranty with parts provided by vendor.
Easy installment options for financing period for 3 to 24 months.
Monthly installment as low as Rs .2,514/ LAPTOP EASE

CAR IJARAH
All new, used, local, imported and luxury vehicles can be financed
Minimum security deposit as low as 10%
Tracker option available
Fastest processing and delivery
Rental paid after delivery, not in advance
Low monthly rental.
Car ijarah is pakistans first interest free car financing based on the
islamic financing mode of ijarah (islamic leasing).This product is ideal
for individuals looking for car financing while avoiding an interestbased transaction.

Easy Home
Affordable and competitive instalment amounts with a regular reducing
monthly rental
Non resident pakistanis
Quick processing time
Flexibility to make partial prepayments

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Easy home not only allows you to own your own home by paying easy
instalments but also keeps you safely away from interest based
financing

Electronic Banking
VISA DEBIT CARD o Visa debit card(your money any time every
where) the money is deducted from your balance straight away
there is no interest to pay, no bills & no late fees! o Each
withdrawal taken directly from your meezan bank linked
account. o A safe and convenient alternative to carrying cash. o
All shopping transactions on your card are signature based.
Simply swipe and sign!

SMS Alerts
You will receive an instant message on your mobile phone
whenever any transactions occur on your current saving account

Objective of Search Report:


This search report is based on defining the problem related to the
MBL.
Does the Meezan Bank want to know that how customers
perceive the service provided by the Bank, what Customer
requirements are, how customers will responds to a product or
service
of
Mbl.
Our Research Report is Based on these factors As follows:
To identify dissatisfied or satisfied customers, so that service
recovery can be attempted.
To discover customers requirements or expectations of
service.
To monitor or track service performance.

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To assess gaps
perceptions.

between

customer

expectations

and

Setting the research objective plays a vital role in research


process. If the objectives are wrongly defined then the research
results may be useless or misleading the organization.

Data Analysis
Strongly
disagree

Disagree Nutral

Agree

Strongly Agree

3.76%

6.8%

47.4%

24.5%

17.6%

Strongly Disagree
Disagree
Nutral
Agree
Strongly Disagree

Data Collection References


http://www.meezanbank.com/
https://www.scribd.com/
We Collect the data Through Survey from MBLs Current
Customers.

Weaknesses
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1.
Till the last year, MBL had a totally different perspective. The
management was of the view that the customer should come
to them and they dont need to go to the customer. But in
this era of mass marketing and advertising, it is not possible to
stand in competetion without these took.
2.
It was observed in the bank that the degree of satisfaction
of the employees was quite low. First of all, the pays are lower
those offered in other banks. Secondly,the employees are given
targets that are too difficult to achieve.
Due to the dissatisfaction of staff, there is high turnover among
them. People who fi nd other alternatives do not stay with the
bank
3.
There are no sorts of training programmes for the employees. The
employees whoa re n e w l y a p p o i n t e d a re s t r a i g h t a w a y
p l a c e d a t t h e i r p o s i t i o n s w i t h n o p r i o r orientation. This
creates problem for new personnel because they find difficult to
understand the environment and culture of the organization.
4.
The Decision Making is carried by upper management lower
management is not involved in this.It create unsecurity in the
mind of the employees.

Recommendations
Meezan bank is renowed for being first in Islamic Banking.
With such competetive edge in the banking industry, it holds
a very strong position among its competetors. Its continuous
innovation and adaptation to its changing environment has
allowed it to stand amongst the best of lot.
I would like to give certain recommendations in this
perspective:

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I would like to suggest tha the bank must persue a very


aggressive marketing and advertising strategy so that it can
create awareness in the general public about its Islamic
products and services.
There is a need for creating satisfaction among employees.
They do not feel any attachment to the organization.
There is a requirement for building up their loyalties so
that the bank can curtail the dissatisfaction and turnover
among employees.
The personnel in the bank should not be overstressed with
workload.

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Job training is a very important aspect that MBL is lacking in.


New employees arerecruited directly without any prior
training or orientation. The result is that they do not
understand the organizational structure and culture and
become frustrated in their start. This reduces their
productivity
and
effi ciency.
If
such
a
training programmed is started, then the new employees
would feel more comfortable andadapt easily to the
environment.