Standard chartered bank service quality in bankcards;

Abstract

The project aimed at assessing customer satisfaction levels of approved cardholders during the card account opening process and to ‘study the service quality delivery of Standard Chartered Bankcards. Important findings were that 21% of cardholders sourced through DSR’s stated that they were given incorrect information by DSR’s. Card holders did not have a ‘problem in providing income documents in the prescribed format. 32% of cardholders made enquiries to the bank regarding application status during the processing period. More than half the inquirers were dissatisfied with. the manner of query handling. Average application turnaround period was found to be 26 days. Through statistical analysis it was estimated that 5% of all applications (from Bangalore) take more than 44 days to turnaround. The estimated revenue increase from reducing average turnaround periods by 2 days is in excess of Rs-1.5 lacs per annum. A run time process control plan has been developed for Application processing A comprehensive Service Quality model of SCB bankcards based on feedback control has also been presented in the report.