internship sindh bank
TRANSCRIPT
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Chapter 1
BANK PROFILE
Sindh Bank Limited is owned by Government of Sindh and started it operations as ScheduledCommercial bank from December 2010 !he bank was declared as scheduled bank of
"akistan by its re#ulatory authority State Bank of "akistan throu#h its notification $o
B"%D&LD'0()*(02'Sindh Bank*2010*10+,2 dated 2-122010
Sindh Bank Limited was formed under !he Sindh Bank .ct 1// the said .ct was passed by
the competent authorities on +0101// durin# the #overnment of "akistan "eople "arty """
Due to some political issues bank was not incorporated in those days and was opened in year
2010 a#ain in the #overnment of """
$ow Sindh Bank Limited has a branch network of over 200 branches country wide and
epandin# the same in full stream
Sindh Bank Limited is the first bank of "akistan with such a hi#h #rowth rate and #ainin#
profit or %s + billion within + year within its incorporation
VISION STATEMENT
3ollowin# is the vision statement of Sindh Bank Limited
456% 78S85$ 8S !5 B9 . L9.D8$G B.$: ;8C .C!878!89S 35% 9>"5;9%98$G !99!8$G !"L5=>9$! 5""5%!6$8!89S?
3ollowin# point can be ascertained from above vision statement
Bank aims to #enerate economic activities in the country for empowerin# the people
of "akistan
Sindh Bank Limited is concerned for providin# opportunities to the people of "akistan
for doin# #ood business which will enable the people for doin# business and it will
create employment opportunities also
Bank providin# .#ri Loans S>9 and %unnin# financin# are the key factors for the
bank to achieve its mission
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MISSION STATEMENT
>ission statement of Sindh Bank Limited is as
4!5 D979L5" . L9.D8$G B.$: 8$ !99!8$G 8S S!.!9D
5B@9C!879 53 "%5>5!8$G 9C5$5>8C D979L5">9$! 53 !ission statement of the Sindh Bank Limited simple vivid and clear about promotion of
economic activities in "akistan #enerally and particularly in the province of Sindh .s one
province flourished it will automatically contribute to the economic development of the
Country
Organizational Behavior
Sindh Bank Limited is in process of developin# and maintainin# its ima#e amon#st the
customers as a prime service provider bank which care for customers in a manner that is
concerned for economic development of country in #eneral and province Sindh particularly
Sindh Bank Limited strives for achievin# maimum level of satisfaction in its customers
which will automatically #enerate CustomerAs Loyalty in the customer which will ultimately
add to the bank
.ll employees of Sindh Bank Limited are encoura#es to strive for ecellence and achieve
hi#h standards of performance alon# with reward system for those employees who achieve
ecellence in achievin# the level of ecellence in their particular fields
Ahieve!ent"
Sindh Bank Limited is the first bank in the country which has achieved milestone of openin#
200 branches and makin# hi#hest profit within first three years of openin#
Sindh Bank Limited will be openin# its 8slamic Bankin# Branches across the country from
.pril 201-
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OR#ANI$ATIONAL STR%CT%RE
Sindh Bank Limited is re#istered and has to abide by all the rules and re#ulations of Bankin#
Companies 5rdinance 1/(- and also the re#ulations framed time to time from State Bank of
"akistan Board of directors consists of seven members who are headed by >r >uhammad
9a Chaudhry
Different departments of Sindh Bank Limited are
8! Division
3inance Division
Branch Bankin#* Bankin# 5perations
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Manage!ent Str&t&re
1 >r >uhammad Bilal Sheikh "resident C95
2 >r >uhammad $aeem Sah#al Chairman .udit
Committee
+ >r >uhammad $aeem 3arooEi C55
- >r Latif :hawar C35
>r Shamsuddin :han Company
Secretary
( >s >asooma amnoon .hmed .lvi Group Business r :hwaa Ghalib Group Bisiness
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Chapter '
(epart!ent" o) Sin*h Ban+ Li!ite*
Ao&nt Opening (epart!ent
3or a customer to be able to connect to the bank or be able to make wishin# transactions from
the bank it is mandatory that customer come into a contract with the bank !his contract
means bankin# relationship &Bank .ccount)
.ccount 5penin# 3orm is filled and si#ned by the customer in presence of .ccount 5penin#
5fficer .ccount 5penin# 5fficer #ets all the formalities completed and starts processin# the
account
.ccount 5penin# 5fficer #ets different types of verifications and throu#h process uploads the
account to Central "rocessin# 6nit throu#h especially desi#ned software
.t C"6 .ccount 5penin# 3orm is checked processed and account is opened
Re!ittane"
!he need of remittance is commonly felt in commercial life particularly and in everyday life
#eneral . maor function of any bankin# system is the transfer of funds from one client or
one place to another By providin# this service to the customer the bank earns a lot of form of
service char#es !his department deals with remittin# the money from one place to another
anywhere in the world without physical transportation of the currency
3ollowin# are the modes of transfer of fundsH
Demand Drafts &DD)
"ay 5rder &"5)
!ele#raphic !ransfer &!!)
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(e!an* (ra)t ,((-
DD is issued by the bank on behalf of the customer a#ainst written reEuest from the customer
which is payable at any other branch of the same bank orderin# to pay certain amount of
money to a specific person* company
DD is bankerAs cheEue drawn on specific branch of the bank and is only payable at the
nominated* desi#nated branch 8f the payment is meant to be made in the same city then DD
can not be used DD is only used when payment is to be made in another city but within the
boundaries of the country
.s funds are already debited from the account of the customer and DD is bankerAs cheEue it
can not be dishonored in any circumstances !hat is why while dealin# between two parties
this mode of payment is preferred
$ow a day while dealin# with 5$L8$9 Banks "ayment 5rder is used instead of Demand
Draft .s online banks can access GL* Suspense accounts of other branches to "ayment 5rder
serves the purpose of Demand Draft ;ell
Pa.!ent Or*er ,PO-
"ayment 5rder is bankerAs cheEue issued on reEuest of customer in favour of specific
individual* company for a specific amount of money
"5 is different from DD in a manner that DD is payable on desi#nated* nominated branch
and payment order is payable by its issuin# branch only
Sindh Bank Limited is an online bank and "5 serves the purpose of DD as "5 is payable at
any other branch of the bank nationwide
"rocess flow for issuin# "5 is as under
Customer furnishes reEuest on prescribed format accompanies with cross cheEue
favourin# Sindh Bank Limited for the same amount of "5
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%emittance 5fficer receives the reEuest affi date time stamp on it
7erifies the si#natures of the customer on cheEue and reEuest
"5 application is #enerated in .B'88 &bankin# software)
"ayment order is issued from this application
8nstrument is printed si#ned by two si#natories and handed over to the customer
%ecord of the same is maintained
Telegraphi Tran")er ,TT-
!ele#raphic !ransfer is meant for transfer of funds between countries S;83! &Society 3or
;orldwide 8nter'Bank 3inancial !elecommunication) is involved in such transactions
3or the purpose of remittin# money from one country to another banks have to make a#ency
arran#ements with different banks for different currencies 3or eample is Sindh BankAs
customer wished to remit GB" to London then a#ency arran#ement for S;83! transfer is
made with
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.#ent bank debits 75S!%5 .ccount and Credits its 75S!%5 account with the bank for
which the remittances is made and #enerate an >! letter mentionin# the beneficiary
beneficiaryAs account and amount which has to be transferred to the account
5n receipt of >! messa#e beneficiaryAs bank debits its $5S!%5 account and credits the
beneficiaryAs account
!his whole process takes 2+ business days and funds are transferred to the beneficiary of that
country $ow the beneficiary is able to utilie these funds on fulfillment of documentary
reEuirements as per laws of that particular country
(o&!entation
8ssuin# Branch $ame Code
Beneficiary Branch $ame Code
$o of !!
.mount in words 3i#ure
!est key
Clearing (epart!ent
.ll the eternal functions of clearin# are carried by $83! &$ational 8nstitute of 3acilitation
!echnolo#y) while the internal operations are performed by clearin# department 8t is ust like
any courier service which takes the cheEues of other banks and delivers the cheEues of that
branch to it Clearin# is a system by which banks echan#e cheEues and other ne#otiable
instruments drawn on each other within a specified area and thereby securin# the payment for
its clients throu#h the clearin# house
. clearin# house is a #eneral or#aniation of the banks at a #iven place 8ts main purpose is
offsettin# the cross obli#ation in the form of cheEues ;hen there are many banks in the
country each will receive a number of cheEues drawn on other banks deposited within for
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collection . clearin# house is an or#aniation where these cheEues are brou#ht and the
mutual claims of each bank on the other are offset and a settlement is made by the payment of
differences !he representatives off all the banks in "akistan attend office of the bank which
is performin# these duties of clearin# house on each business day at a fied time
!hey deliver cheEues that their bank may have ne#otiated and receive in echan#e cheEues
drawn on their bank ne#otiated by other bank !he responsibility of smooth cooperation of
the clearin# function lies with the State Bank of "akistan
!he operation of clearin# refers to the collection of cheEues drawn on other banks
!hese cheEues may be drawn on 6BL
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Ca"h Pa.!ent
!he only instrument that can be used to withdraw an amount from an account is the CheEue
book $o payments are made by another instrument CheEues can be of two types they may
be presented at the counter and enchased and the others are clearin# or transfer cheEues
Cashier manually inspects the CheEue for followin#H
Si#nature date
Cross cuttin#
DraweeAs a*c title
DrawerAs .ccount $umber
DrawerAs Si#nature
.mounts in words fi#ures
!wo si#natures at the back of the person receivin# the amount
!he cheEues should not be stale or post dated 8f in the CheEue there >ay discrepancy
re#ardin# any of the aspects described above the cheEue is returned to the customer for
rectification 5n other hand if the cheEue is valid in all respects the cashier enters the
necessary inputs in the computer and posts the entry so that account balance is updated
;hen cashier posts these entries computer automatically display the balance before postin#
the transaction amount balance after postin# !he cashier easily and Euickly see whether the
amount bein# withdrawn so eceed the balance or within the balance 8f the amount does
eceed the balance then it is upon the discretion of the mana#er to allow an overdraft and not
dependin# upon the customerAs reputation
8f he does not allow an overdraft the procedure is repeated a#ain as described for the
mismatch of the si#nature CheEue is return
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!he detail of notes ¤cy) is written on the back side of the CheEue !he cashier at the
same time maintains the 4Cash 7oucher %eceived %ecord Sheet? !hen once a#ain inspect the
si#nature of the customer cancellation mark of checkin# officer and stamp of 4"5S!9D? is
placed on cheEue before hand over the cash to customer
Ca"h Reeive*
3or depositin# the cash into customerAs accounts there is need to fill in the payin#'in'slip
#ivin# the related details of the transaction !his payin#'in'slip contains the date a*c*no a*c
title particulars amount bein# deposited and details of the cash !here are two portion of the
payin#'in'slip !he depositor si#ns the one part of the payin#'in'slip one is retained by the
bank to show an acceptance of the entries made in the slip
!he different colored payin#'in'slip is used for all the types of deposits 5nly the slips related
to a particular type of a*c is acceptable by the bank
3or eample current payin#'in'slip for current a*c and savin# payin#'in'slips for savin# a*c
etc !he payin#'in'slip serves as a voucher to update to computeried transaction led#er !he
transaction led#er is only updated by payin#'in'slip and CheEue !he cashier responsible to
receive both the payin#'in'slip and cash from the depositor !he cashier check the necessary
details provided me the payin#'in'slip and accounts the cash and tallies with the amount
declared in the slip 8f the amount does not tally with the cash #iven the deposit is not
entertained until the customer removes the discrepancy
5n the other hand if the two amounts tally the cashier fills in the 4Cash voucher received
%ecord Sheet? and assi#ns a voucher no to both the transaction bein# made in the sheet and
the slip !his voucher no starts with one and continue by serial increments of one for each
day till the closin# of the sheet the cashier fills the voucher no an account cash day till the
closin# of the sheet !he cashier fills in the voucher no an account of cash entry in the
related type of a*c and he post his initials on both part of the voucher
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!hen the cashier send both to the accountant who verifies all the entries in the two
documents if the entries in the two documents if the entries in the two documents tally with
one another the accountant authenticates the two by sin#in# on the two documents and
postin# stamps on the slip 5ne part of the slip is then returned to the customer and other is
#iven to the computer operator . very important check is that the dates mentioned into the
two documents must be the same
!he cashier posts the transaction entries in computer led#er !his led#er contains the a*c no
a*c title voucher no voucher date transaction code transaction amount
.fter postin# these entries computer display before postin# balance and after postin# 5n
every transaction computer #enerates an output of transaction led#er
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Ao&nt Opening
!o open an account the customer have to meet the #eneral bankin# mana#er with an
introducer &the person who is #oin# #o introduce that person in the bank) and #et an
application form used for account openin# Different color'coded application forms are
available for each type of account .lon# with the form a card for specimen si#nature is also
supplied to customer >ana#er has every ri#ht not to accept this contract if he is not satisfied
by the details provided by the customer 8n case the contract is acceptable to both now it is
ready to open the account formally
Proe*&re
!he procedure be#ins with the punchin# of account openin# form to the customer file ie
customerAs master file !he mana#er records the necessary details into this re#ister and allots
an a*c number from this a*c openin# re#ister !his re#ister is maintained for each type of
account and the a*c noAs allotted serially .fter openin# a savin# and current account every
applicantAs data is entered into the computer to maintain a safe record and application form is
properly filled so that it can be available when necessary Checkin# officer is responsible to
!ele the manual application form with the computeried a*c openin# file 3or fied deposit
only that application form is needed which is prepared manually because most of the
procedure of fied deposit is done manuallyI !he si#nature specimen card contains three
si#natures of an applicant applicant a*c no a*c type branch code title of a*c it will be
attached with an application form Banker uses this card at the time when he receives the
cherubJ he compares customerAs si#nature with the si#nature on the cherub for avoidin#
fraud
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Ao&nt T.pe"
!hou#h in theory there many types of accounts but commonly account operators can be
classified in one of the followin# cate#ories each have different documentation reEuirementsH
8ndividual
@oint
"artnership
"rivate Limited
"ublic Limited
SIN#LE
5nly one person can operate this a*c .n individual who can fulfill the reEuirement of bank
can open this a*c ;e can call it a personnel or individual a*c !he reEuirements for this type
are $ational 8dentity Card "hotocopy >inimum Deposited Balance .ccount 5penin# 3orm
Letter of :inship etc
3OINT
8n case of oint a*c applicant mentions that how much person will operate the a*c 8nstruction
are #iven for oint a*c such that the account shall be operated by anyone or more !he
reEuirements for this type are $ational 8dentity Card "hotocopy >inimum Deposited
Balance .ccount 5penin# 3orm Letter :inship .dditional Si#nature 3orm &3or @oint
.ccount) Declaration re#ardin# the operator of account
PARTNERS4IP
3or partnership a*c alon# with the application form other reEuirements needs satisfied
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!he reEuirements for this type are $ational 8dentity Card "hotocopy >inimum Deposited
Balance .ccount 5penin# 3orm %e#istration certificate a#reement amon# partners and
Commencement of business and private re#istration resolution of board of directors
commencement of business memorandum and articles of association and balance sheet etc
PRIVATE LIMITE(
Such type of account is opened in the name of the businesses havin# private limited concern
and mostly medium business enterprises open such kind of accounts .ll the board of
directors have to submit the declaration re#ardin# the account operator on the company pad
and with the rubber stamp with the si#nature of the all the members of the board of directors
8n case of any chan#e in directorAs bank must be informed re#ardin# that 8n case funds are
borrowed by the company all the directors approval is necessary rather not only the
authoried partner who can be the operator of the account
P%BLIC LIMITE(
"ublic Limited .*C type of account is opened in the name of the businesses havin# "ublic
limited concern and mostly medium business enterprises open such kind of accounts .ll the
boards of directors have to submit the declaration re#ardin# the account operator on the
company pad and with the rubber stamp with the si#nature of the all the members of the
board of directors 8n case of any chan#e in directorAs bank must be informed re#ardin# that
8n case funds are borrowed by the company all the directors approval is necessary rather not
only the authoried partner who can be the operator of the account
Ao&nt Clo"ing
!here are no of reasons of closin# an account can be one of the followin# if customer desire
to close his account in case of death of one account holder bankruptcy of the account holder
and 8f an account contain nil balance or not up to the reEuirement of rules
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Before closin# any account bank send letter to the account hold for informin# him that his
account is #oin# to be closed !here is need an approval from hi#her authority to close any
account
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Chapter 5
T.pe" o) Ao&nt"
C&rrent Ao&nt
Current account is $on'profit bearin# account with absolutely no transactional restrictions
.ccount activation deposits are ":% 100 "ermissible currency for current account is
"akistani rupee
.ll types of char#es are waived off for customer is maintainin# and avera#e balance of
+00000*' in the current account
$o akat is deducted on current account as per the akat usher 5rdinance 1/0 .dvance
ta of 0+K is deducted on all cash withdrawals which are 0: in a sin#le day &under section
2+1. of income !a 5rdinance 2001) 8ndividuals 3irms &Sole proprietor "artnership)
Companies &"ublic and "rivate Limited) !rust* Club* Societies and .ssociations are eli#ible
to open this account
Ba"i Ban+ing Ao&nt
Basic Bankin# .ccount is a non'profit bearin# account for small depositors who cannot
maintain a minimum balance in their account and who wish to carry out basic bankin# needs
.ccount activation deposits are ":% 1000 !here is no need to maintain minimum balance
"ermissible currency is ":% 2 transactions are free over the counter withdrawals and 2 are
free over the counter deposit per month Char#es are deducted as per S5BC reEuirement
.!>* debit card provided to customers
$o akat is deducted on current account as per the akat 6sher 5rdinance 1/0 .dvance
ta of 0+K is deducted on all cash withdrawals which are 0: in a sin#le day &under section
2+1. of income !a 5rdinance 2001) 5nly individual are eli#ible for basic bankin# account
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openin# Limitation for basic bankin# account is if balance remains 4ero? for continuous (
month period the account will be ceased
PLS Ao&nt
"LS account means "rofit and loss sharin# account normally referred as Savin# account
Savin# account is a profit bearin# account "rofit is paid on half yearly basis in "LS account
"rofit is calculated on si months avera#e balance maintained in the account and transferred
in the account after si months
8t is not pertinent to mention here that all types of profits paid to residents of "akistan are
liable of deduction of 10K advance ta on profit payment
(ail. Pro*&t Ao&nt
Daily "roduct account is savin# account in which profit paid on daily basis "rofit is
calculated on closin# balance of everyday and transferred to the account of customer at end
of the month
.nyone who is eli#ible for enterin# into any le#al a#reement as per laws of "akistan is
eli#ible for openin# a daily product account !his account can only be opened in Local
Currency
3ollowin# are types of Daily "roduct .ccounts opened in Sindh Bank Limited
1 Daily "roduct .ccount
2 =oun# !alent .ccount &for >inors)
+ ;omen empowerment account
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Ter! (epo"it Ao&nt
!erm deposits are fiation of certain amount of money for a specific span of time !he
instrument term deposit is like a slip containin# issuin# bank name a*c M to operate on
computer deal M customer name reference M date of issue amount rate maturity date etc
%eference M date of issue amount rate maturity date etc are also mentioned
Call (epo"it Reeipt
CD%s are security deposit issued in favor of Government Semi Government 8nstitutions
Corporations and Semi .utonomous Bodies etc it is also issued in favor of individuals CD%
does not earn any income or profit "ermissible currency is ":% Char#es are deducted as per
S5C akat is not applicable on these instruments 8ndividuals 3irms &Sole "roprietor
"artnership) Companies &"ublic and "rivate Limited) !rust* Clubs* Societies and
.ssociations are eli#ible for business account openin#
Pro*&t" 6 Servie" o))ere*
(e7it Car*
Debit card means card which provide the facility to customer for debitin# the amount
presently available in the account of that particular customer Debit Cards means .!> Card
Benazir $arai Car*
!his card is like credit card issued to farmers that can be used as credit card for farmers to
purchase inputs etc for farmin# !his is like a revolvin# credit scheme of one year
Trator She!e
!his scheme is offered by Government of Sindh which provide subsidy to farmer for
purchase of tractors which will support the farmers
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Agri<&ral Revolving Cre*it
!his is a three year revolvin# credit facility issued to farmers to enhance production and add
to the economy of "akistan
R&nning Finane
%unnin# finance is a one year financin# facility based on revolvin# credit system !his
facility is issued to businessmen of the country in a view to add to the economy of "akistan
Corporate Finane
Sindh Bank Limited is also involved in issuin# financin# facility to corporate sector of
"akistan Corporate finance is issued in form of direct financin# in the form of Loans and
indirect financin# in form of LG and LC
SMS Ban+ing
Sindh Bank Limited offers its customers S>S Bankin# service in which customer is able to
inEuire about balance transferrin# funds from one account to another inter bank transfer
payment of utility bills easy load facility for mobile phones and mini statement in sin#le
command
I"la!i Finaning
8slamic 3inancin# will be introduced shortly
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Chapter 8
Ativitie" Per)or!e*
0+0(201+ first day of internship was as ecited as should be because usually the internships
are thou#ht to be the first step towards your professional carrier 5peration mana#er started
with a detailed introduction of the staff bank history and current services and products
offered in this renowned financial or#aniation 8nitially the obective was to learn about the
day to day activities performed within the bank 8t was started with the customer service
officerAs duty !he phase included to deal with customers who come in the bank for cash
deposit and withdrawal !he detailed knowled#e about fund transfer applications deposit
slips and account openin# forms were #athered
$et phase was to learn about the duties performed by the remittance officer clearin#
department !he concepts of inward and outward clearin# were interestin# for learnin#
purpose !wo weeks were spent to understand the concepts and to be able to do all the work
reEuired in the clearin# department !hird phase was to learn about the products offered in
Sindh Bank Limited
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Learning ,Po"itive-
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Learning ,negative-
Conflicts that arise due to unprofessional behavior
5r#aniational politics played
5bstacles in the career development
Biasness inside the or#aniation
;histle blowin# can make enemies
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Chapter 9
Finanial State!ent Anal."i"
$o chan#e in cash with treasury banks and rise in cash with other banks shows
increase in liEuidity of the bank
Lendin# to financial institutions has increased which is positive si#n for the health of
the bank and its profitability
Decrease in investments shows that income in this sector will fall down
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!here is increasin# trend in deposits and other accounts which shows the credibility of
the bank
Borrowin# is increasin# trend which is not a #ood si#n but there is a positive thin# in
this behalf usually banks borrow money at that time when they would have to #ive it
for earnin# more profit 8 think the Bank is doin# the same thin# for increasin# its
profits
5ther liability has an increasin# trend not #ood because increase in liability decreases
the liEuidity position of the bank
!he Bank is increasin# its reserves and 6n'appropriated profit in order to increase its
lendin# power which is #ood si#n
8nterest income earned shows decreasin# trend which is not a #ood si#n
Brokera#e income is in increasin# trend which will increase profitability of the bank
Capital #ains and other income of the bank is risin# which will add to the liEuidity of
the bank
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!otal ependiture of the bank is risin# with increase in operatin# epense
administrative epense and interest epense ;hich can result in decrease in the
profit
.s the bank is in #rowin# its branch network it will automatically increase its admin and
other epenses but overall bank is earnin# #ood profit
2(
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Chapter :
STREN#T4S ;EAKNESSES OPPORT%NITIES T4REATS ,S;OT-
ANAL
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8nduction of the hi#hly Eualified professionals to chan#e overall set up
;ea+ne""e"
!he noted weaknesses of Sindh Bank Limited are asH
Branch $etwork is less than other competin# banks
Some of the staff members are not usually aware of products and services offered by
the bank
Lake of trainin# for the staff for the new bankin# software used by the bank
>ismana#ement of time is another bi# mistake
"rocess of development is bit slow due to its conservative approach
Slow improvement and acceptance of technolo#ical chan#es
Less adoptability for new ideas floated by the staff
Opport&nitie"
Greater potential and opportunities for Credit Division if Liberal "olicies bein#
adopted
Can #rab more market share throu#h effective promotional and liberal policies
8nclusion of hi#hly Eualified professional can chan#e the whole scenario and position
of the bank if they have #iven the due liberty in performin# their duties
.doption of information technolo#y will improve the customer services
>ore mobiliation of accumulated deposit is possible throu#h innovative financin# to
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Threat"
Chan#e in #overnment policies has affected the bankin# business Still banks have to
wait to #et permission of state bank
!he Competition has become severe by the entrants of so many banks So to eist
one will have to prove himself in its services throu#h ecellent mana#ement and will
have to satisfy its shareholders 5therwise he will be out the market
!he decrease purchasin# power of consumer in the current economic situation of the
country affectin# the business activity speed too much and the result is the low
investment from the investors in new proects can create problem for the bank
because it is workin# a lot in trade
8ntroduction of credit marketin# by local and forei#n banks is badly affectin# the
mobiliation of the bankAs deposits due to the non presence of such department in it
8ntroduction and adoption of information technolo#y as well as promotion of the
computer culture by the local as well as forei#n banks will definitely affect the
services and business of the >CB
PEST Anal."i"
Politial
9mployment practices are epected to chan#e
6nions .ssociations are bein# allowed to work effectively which can affect the
performance of the company both positively or ne#atively
"olitical interference re#ardin# policies is epected to increase as current #overnment
is in race of power #ain
Due to lack of confidence on #overnment investor is reluctant so mobiliation offunds
is #oin# to decrease
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Eono!i
8nflation is very hi#h which will decrease the demand as purchasin# power is
decreasin#
Staff cost is increasin# as basic wa#e rate has increased and inflation has
Compelled to will compel to increase salaries
5peratin# costs are increasin# due to inflation
8nterest rate is increasin# so loan takin# has decreased
7alue of rupee is decreasin# which is pressuriin# the economy
Soial an* C<&ral
Lack of eperts is in our country re#ardin# mana#ement hence innovative activities
are slow and conventional methods are adopted
Cultural strain to savin#s is the reason due to which investment remains low
Declinin# work ethics is also our problem which is mainly due to poverty lack of
trainin#
8nadeEuate .ccountability lack of #ood #overnance and lack of #ood infrastructure
helps creditor to cheat and heavy bad debts occur Same situation is hoped to prevail
8nadeEuate 9mpowerment is also a usual problem in our or#aniation as every person
want to #et more power hence there is less dele#ation of authority and decision
makin#
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Tehnial
$ow a dayAs computeried system is used by banks which are very effective But
Sindh Bank Limited will have to improve its computeried technolo#y
Shorta#e of electricity is a bi# problem
9mployees of each or#aniation need 8! trainin# and or#aniation has this trend
Sindh Bank Limited will have to follow it
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CONCL%SION
Deep observation and thinkin# lead us to the conclusion that information technolo#y has
chan#ed every aspect of our lives !he 8! has totally transformed the attitude of humans the
perception and the way of thinkin# has chan#ed 8! is allowin# banks to offer new products
operate more efficiently raise productivity epand #eo#raphically and complete #lobally .
more efficient productive bankin# industry provides services of #reater Euality and value to
satisfy and to increase its customers .s e'bankin# is the important department of banks 8ts
purpose is to #ive more and more facilities and easiness to the customers
$ow a day these e'services differentiate banks performance and mostly banks makes
competition on these services to satisfy their valued customers Banks that use
comprehensives information technolo#y &it) are able to meet the needs of the customers
effectively thereby enhancin# the loyal customer satisfaction
Similarly durin# this research it has been observed that if e'bankin# services are well
desi#ned than it never causes dissatisfaction of customers as in the case of Sindh Bank
Limited 3rom this research it is clear that all the customers are satisfied with the e'bankin#
services of the bank and they would not like to switch to another bank 8 found si#nificant
support for the hypothesis that effective e'bankin# services are associated with customerAs
satisfaction !hus it is concluded that customer satisfaction can be said as backbone for the
success of e'bankin# department of banks
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RECOMMEN(ATIONS
!oday the main challen#e for Sindh Bank Limited is to satisfy its customers by providin#
efficient Euality service and survive in the market by capturin# its share 3ollowin# are some
recommendations that have been specifically #enerated with the help of the Euestionnaire
!he bank should be committed to provide effective Euality services to customers
!o ensure that the needs of the customers are fulfilled bank must continuously seek
and act upon feedback received from its customers !his feedback must be stored out
on re#ular basis
Bank mana#ement should be open to innovation and creativity !hey should build
research and development win# for further innovation and creativity
Staff communication with their customers should be improved
Bank should provide information to its customers at ri#ht time
Bank should satisfy complaints of customersA immediately
Bank should increase network of bankin#
!here should be #reater promotional efforts on the part of Bank to create #reater
awareness of bankin# and its implications in different aspects for bankAs own survival
Bank should develop their electronic facilities to cater for the elderly and disabled
.!>s that read out the keys pressed would aid the si#ht impaired as well as lowerin#
the hei#ht of the .!> screens makin# the services available to people in wheel chairs
Re)erene"
wwwsindhbankltdcom
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wwwwikipediacom
wwwsbpor#pk
BankAs financial statements
http://www.wikipedia.com/http://www.sbp.org.pk/http://www.wikipedia.com/http://www.sbp.org.pk/