Relationship of Hsbc’s Customers Involvement and Their Satisfaction Level
Part-1: Introduction
Origin of the Report
This report has been assigned to me during my internship period at HSBC by my organizational supervisor of HSBC, as a core requirement for the completion of my BBA program from North South University. My faculty advisor Mr. Bashir Hussain has also given me approval to do this particular report on the topic of “Relationship of HSBC’s Customers Involvement and their satisfaction level”.
Objectives
The goal is to identify the main reasons of client dissatisfaction and find its relationship with a client’s level of knowledge about the bank’s services. In order to accomplish my goal I have identified one important observation and that is the relationship between clients’ knowledge on the services provided by the bank and the actual services that are available by the bank for them. Disparity in such cases often result in the most common forms of client dissatisfaction
Satisfaction of these services depends on many variables but most importantly on two factors: 1. The level of service provided to clients as promised by the bank. 2. And the level of services expected by the clients.
I have also tried to find out the following aspects: * Finding out about the clients * Clients level of involvement with the bank * How updated clients are with bank’s services
Significance of the study
This study will establish that there is a basis why expectations and goals need to be aligned and why the misalignment causes unsatisfactory results. The goal of HSBC is to satisfy its clients; therefore the bank needs to communicate to its clients about the services available to them by HSBC.
On the other hand the clients need to be aware of what the bank is communicating to them. If the clients choose to remain uninvolved with their bank then their level of expectation will be very difficult to match as there would be no basis on those expectations.
Client dissatisfaction arises based on their expectations supported
Origin of the Report
This report has been assigned to me during my internship period at HSBC by my organizational supervisor of HSBC, as a core requirement for the completion of my BBA program from North South University. My faculty advisor Mr. Bashir Hussain has also given me approval to do this particular report on the topic of “Relationship of HSBC’s Customers Involvement and their satisfaction level”.
Objectives
The goal is to identify the main reasons of client dissatisfaction and find its relationship with a client’s level of knowledge about the bank’s services. In order to accomplish my goal I have identified one important observation and that is the relationship between clients’ knowledge on the services provided by the bank and the actual services that are available by the bank for them. Disparity in such cases often result in the most common forms of client dissatisfaction
Satisfaction of these services depends on many variables but most importantly on two factors: 1. The level of service provided to clients as promised by the bank. 2. And the level of services expected by the clients.
I have also tried to find out the following aspects: * Finding out about the clients * Clients level of involvement with the bank * How updated clients are with bank’s services
Significance of the study
This study will establish that there is a basis why expectations and goals need to be aligned and why the misalignment causes unsatisfactory results. The goal of HSBC is to satisfy its clients; therefore the bank needs to communicate to its clients about the services available to them by HSBC.
On the other hand the clients need to be aware of what the bank is communicating to them. If the clients choose to remain uninvolved with their bank then their level of expectation will be very difficult to match as there would be no basis on those expectations.
Client dissatisfaction arises based on their expectations supported