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(Final Project Report)

Presented To:

Respected Miss SIDRA


Presented By:

Faizan Naseef Taimoor

(BB-081040) Shehzaib Sunny (BB-


Nabeel Farooq (BB-081031) Fahad Rasheed

(BB-081030) (BB-

Contents of Report

Acknowledgement ……………………………………………………3

Dedication ……………………………………………………4

Executive Summary .……………………………………………………5

Significance ……………………………………………………..5
Background ……………………………………………………..5
Aims & Objective …………………………………………………….5

Introduction of Major Players of Industry ……………………………...5

Samba Bank ……………………………………………………6,7

HSBC ……………………………………………………7,8
UBL …………………………………………………....8
RBS …………………………………………………....8,9
Bank Alfalah ……………………………………………………8,9

SLEPT Analysis

SOCIAL ………………………………………………...10,11
LEGAL ………………………………………………....11
ECONOMICAL ………………………………...………………11,12
POLOTICAL ………………………………………………..12,13
TECHNOLOGICAL ………………………………………………...13,14

Positioning Strategy

Samba Bank ………………………………………………...15,16

HSBC ………………………………………………...16,17
UBL ………………………………………………...17,18
RBS ……………………………………………...…18,19,20
Bank Alfalah ……………………………………………...…20

Conclusion ………………………………………………....21

Recommendations to Industry ………………………………………..22

Bibliography ………………………………………………….23

Appendices ………………………………………………….26 - 29


We are grateful to Almighty Allah , who is the owner of everything of the

universe, who blessed us the ability and courage to fulfill the requirements of
this tough task. Otherwise we would be unable to complete it on time. We also
acknowledge the support and help of those people from all those banks where
we collected information for the completion of this project.


We dedicate our project and express our thanks to our loving parents who
enabled us to study at university level , otherwise we could not able to do
such project which increased our knowledge. We also express our thanks and
good wishes to Miss Sidra Paracha , for her continuous support , guidance and
.timely response whenever we needed it while doing this project

Executive Summary

This SLEPT analysis of the banking industry was conducted in order to know
about the Macro environmental forces which banks are facing. This report
would let the readers to know that how the SOCIAL, LEGAL,
performance of the banking industry. After describing SLEPT analysis of
banking industry some recommendation will be given to the banking industry.

The industry that we had chose for our analysis was banking industry. We
chose five players of the banking industry. Banking industry now a day in the
Pakistan is flourishing and developing at great speed. People are becoming
aware of the latest technologies and they want to deposit their money with the
banks. People are also borrowing from banks due to which the Pakistani
banking industry is very attractive for the foreign banks. Many foreign banks
have entered the banking industry which has formed a tough competition
between the banks and every player is trying to provide the better and quality
service to its customers.

Aims and Objectives:

The aims and objective of this analysis was to know about the macro
environment of the banking industry. This analysis could help the readers to
know about the external macroeconomic forces that affect the performance of
the banking industry. They can provide the opportunities as well as cause
threats to the banks. These external forces must be carefully observed. For this
purpose we chose five well known players of the banking industry. We
surveyed them by giving them the questionnaire which were filled by the
representative of the bank.

Introduction of Industry & its Major Players

Samba Bank:-

Samba Financial Group is a large banking firm in Saudi Arabia. The combined
institution had 66 branches in the Kingdom, and has a branch each in London
and Dubai, as well as a subsidiary in Pakistan, which has 28 branches across
major cities in Pakistan.

Samba , or The Saudi American Bank as it was once known, was established
on February 12 1980 with the takeover of Citibank branches in Jeddah and
Riyadh in accordance with a Saudi notification program that forced all foreign
banks to convert their branches to affiliates with Saudi nationals acquiring at
least 60% ownership. Citigroup entered a Technical Management Agreement
under which it agreed to manage the new bank. The former Prime Minister of
Pakistan, Shaukat Aziz, was the Managing Director of the bank in the 1990s.

In July 1999 SAMBA merged with United Saudi Bank by an exchange of

shares, to form one of the largest banks in the Middle East. SAMBA was
always the acronym for the Saudi American Bank but the name was changed
to Samba Financial Group permanently in 2003 and all references to Saudi
American Bank were removed. This name change followed Citibank's decision
to pull out of Saudi Arabia. Officially, this was done due to the anticipated
relaxation of laws governing foreign banks' operations in the Kingdom. Some
speculate that this was due to rising anti-American sentiment in Saudi Arabia.
This has become more evident after the change of the Saudi British Bank
name as well to SABB in 2006. Nevertheless SABB is still an HSBC
partnership and they have changed their artwork and colors from Green and
White to the HSBC logo.

In March 2007, Samba Financial Group acquired 68% of Crescent Commercial

Bank Limited in Pakistan. In 2008, Samba opened a branch in Dubai.

The Banker, a premier global banking and financial magazine, has named
Samba Financial Group "Bank of the Year, 2007 in the Kingdom of Saudi
Arabia. The Accolade was handed to Samba during the annual ceremony for
distributing 2007 awards held in London on Wednesday 28 November 2007,
and attended by prominent figures of global banking and financial industry
leaders. Mr. Eisa M. Al Eisa, Managing Director and CEO of Samba Financial

Group, who received the accolade, said "this award from such a credible and
reputable financial and business institution ascertains Samba's international
standard of services and professionalism, which enable it to attain the highest
evaluations and ranking from international judging committees and rating
institutions, which base their ratings on strict criteria of performance,
development and innovation".


HSBC is one of the oldest banking groups in the modern world. After the
establishment of Hong Kong as a British colony in the aftermath of the . Its
main and foundation-laying subsidiary The Hong Kong and Shanghai Banking
Corporation was established in Hong Kong and Shanghai in 1865. (The
founder, a Scotsman named Thomas Sutherland, wanted a bank operating on
"sound Scottish banking principles.")

HSBC is one of the largest banking and financial services organizations in the
world. HSBC's international network comprises over 9,500 offices in 85
countries and territories in Europe, the Asia-Pacific region, the Americas, the
Middle East and Africa. A bank that makes your finances their priority. A bank
that will seek out the best opportunities to protect t and invest your wealth. A
bank that can provide immediate emergency support across the globe for both
you and your family.

HSBC is a public limited company incorporated in England and Wales,

headquartered in London As of 2008, it is both the world's largest banking
group and the world's largest company according to a composite measure by
Forbes magazine. The group was founded from The Hong Kong and Shanghai
Banking Corporation, the acronym of which lead to the current name. HSBC
started its operations in Pakistan in 1982. Since then it has expanded to all major cities
of Pakistan and operates as a full service bank. It currently has 9 offices. Three of
which are located in Karachi, and one each in Lahore, Islamabad, Rawalpindi,
Faisalabad, Multan, and Sialkot. HSBC's offices in Pakistan were operated by The
Hong Kong and Shanghai Banking Corporation. In 2008, The Hong Kong and
Shanghai Banking Corporation sold its Pakistani banking business to HSBC Bank
Middle East Limited.

HSBC Bank Middle East Limited The bank opened its first branch in Pakistan in early

United Bank Limited:-

United Bank Limited (UBL) is one of the largest commercial banks in

Pakistan having more than 1,000 branches inside the country. Its 15 branches
outside the country are in the United States of America, Qatar, UAE, Bahrain,
and Republic of Yemen. It also has representative offices in Teheran, Iran, and
Almaty, Khazakstan . Agha Hasan Abedi founded the bank in 1959. In 1971 the
Government of Pakistan nationalized it. In 2 002, the Government of Pakistan
sold it in an open auction to a consortium of Abu Dhabi Group and Bestway
Group. Since its privatization the bank has been successfully turned around and
remains a robust and strong performer in all major segments of its operations.

In 2002 it merged its operations in the UK with those belonging to National

Bank of Pakistan to form United National Bank Limited, of which it owns
55%, with National Bank of Pakistan owning the remainder.

UBL’s state of the art online banking, customers were able to access their
account from more than 350 branches located in 71 cities across Pakistan.
Transactions such as Cash Deposit, Cheque Encashment, Stop Payment, Account
Statement, Funds Transfer were done online without the need to travel to the
local branch.

Royal bank of Scotland:-

The Royal Bank of Scotland International is the offshore banking branch of

leading financial services provider The Royal Bank of Scotland Group.
Established in Jersey in 1996, the bank offers personal and corporate banking
services such as property lending, foreign exchange hedging, online banking,
portfolio advisement, commercial mortgages, currency loans, investment
management, and other related products. The Royal Bank of Scotland
International owns and operates facilities in Jersey, Guernsey, and the Isle of
Man, plus an affiliated office in Gibraltar.

The Royal Bank of Scotland is one of the retail banking subsidiaries of the
Royal Bank of Scotland Group plc, which together with NatWest and Ulster
Bank, provides branch banking facilities in the United Kingdom. Royal Bank of

Scotland has around 700 branches, mainly in Scotland though there are
branches in many larger towns and cities throughout England and Wales.

Bank Alfalah Limited:-

Bank Alfalah Limited is a private bank in Pakistan owned by the Abu Dhabi
Group. Bank Alfalah was incorporated on June 21, 1997 as a public limited
company under the Companies Ordinance 1984. Its banking operations
commenced from November 1, 1997. The bank is engaged in commercial
banking and related services as defined in the Banking companies ordinance,

Bank Alfalah Limited was launched on June 21, 1997 as a public limited
company under the Companies Ordinance 1984. The bank commenced its
operations on November 1, 1997. The bank introduced commercial banking and
related services as defined in the Banking companies ordinance, 1962.

After a few years, the bank introduced its new identity of H.C.E.B after the
privatization in 1997. The management of the bank had implemented strategies
and policies so the bank would become a major player in the market. With a
partnership with the Abu Dhabi Group the position of the bank became
stronger which allowed the bank to invest more in revolutionary technology to
increase its range of products and services.

The bank is currently operating through 238 branches in 75 cities, with the
registered office at B.A. Building, I.I. Chundrigar, Karachi. Some of the main
branches are located in all of the major cities including: Lahore, Kasur,
Islamabad, Gawadar, Peshawar, Faisalabad, Quetta, D.I. Khan, Rawalpindi,
Sargodha, Sukkur, Sialkot, Multan, Murree, Attock District, Gujranwala etc.

SLEPT Analysis of Banking Industry

 Social Analysis
Social environment of an organization plays an important role in the
performance of an organization. The analysis which we have done also reveals
the vital role of the culture and society in the success or failure of an
organization. An organization must carefully observe the cultural and societal
forces while performing its operations in that particular area.

In our analysis of banking industry of Pakistan we analyzed the following

facts :

• Banks are open for every one and a person from any social
class can utilize their facilities by completing their legal requirements.
But majority of banks ( RBS, Samba, Bank Alfalah & UBL ) are
targeting the middle class and upper class. While some banks ( HSBC &
Citi bank ) target the business class people and other big parties.

• The Pakistani society is becoming more knowledgeable and

educated about the latest trends in the world due to which they are
readily adapting new technologies . They feel free and comfortable and
secure to use banking services. Most of the people think that the bank
is the safest and most secure place for them to keep their money.

• In the banking industry of Pakistan most of the players are

foreign banks. People are not worried about the nationality of the bank ,
they do not like or dislike a bank because of its country of origin. But
what people expect is that the foreign banks would provide them more
better service as compared to the local banks.

• Another point is that the Pakistan is an Islamic country and

according to Islamic teachings Interest on the loan is prohibited ( haram )
in Islam. People advice the banks to involve the Islamic banking system
but the demand for the services of the banking services is not much
affected by this concept and people still use the facilities credit cards,
car leasing services and loans from banks for different purposes and
people also pay interest for these facilities

• Lifestyle of most of the people is moderate because majority of

people are middle class . In the Pakistani society the trend is different
from the European or American society regarding to the borrowing of
money for different purposes like buying a house , car and getting

education by borrowing from banks . Mostly people here do not borrow
for these purposes.

 Legal Analysis
Legal Forces are important and play a vital role for the establishment and
continuous successful operation of the bank. So the legal forces should be
carefully observed by the banks. In our country State Bank of Pakistan is the
central bank which governs all the banks. All the banks need to work with in
the instructions and the permissions of the SBP.

In our analysis we found the following facts related to the legal forces in
microenvironment of the bank:

• The most basic and important role of SBP is that it determines

the Rate of interest ( cost of borrowing money ) for the banks . The
banks are bound to give the loans at the interest rates that are fixed by
the government. Now days due to high Interest rate the banks are
receiving less demand from private sector. People also complain the
banks about high Interest rates.

• Another legal instruction that is given by the government is that

no bank is allowed to leak out the personal information of any
customer. But if some intelligence agencies like FIA or governmental
institutions like FBR need the personal information of some one than
the banks would have to provide the required information to that

• Another legal liability on the bank is that they have to keep a

fixed amount of their reserve with the SBP and with remaining reserves
they have to do their business. The amount that must be deposited to
the SBP is determined by the SBP.

• At the end of the day the banks need to match out their
reserves with the deposits that are allowed by the government to keep
with them.

 Economical Analysis
In the banking industry the economic forces of the country matters a lot.
Economic conditions affect different variables like incomes , employment,
recession and prosperity which influences the demand for banking services in

that country . So a bank must understand the Economic forces that affect the
banking industry in order to enjoy a successful carrier.

Some Economic factors which we analyzed from this analysis are given

• In the current situation when economy is at nearly at recession .

So government needs to increase its expenditure and for that purpose it
will have to borrow from the local banks , which would increase the
demand for the loans by the government.

• The rate of interest is increasing due to which the demand for

money is decreasing and on other hand the supply of the money is
increasing. Most of private firms and households are not borrowing the
money from the banks due to higher interest rate.

• If we look at the global economic situation than we can see that

nearly whole world is passing through recession , banks are shutting
down because people are going bankrupt , so most of the people
globally are not keeping their money in the banks . But luckily not
even a single bank has been shut downed in Pakistan and the banks
have managed their good reputation in the eyes of people due to which
the Pakistani banking industry is not facing the mistrust situation by the

 Political Analysis
Political forces also play an important role for the continual of the smooth
and regular operations of the bank. The present political scenario of Pakistan is
favorable for the banking sector because the present government is establishing
and maintaining good relations with the foreign nations due to which many of
foreign banks have entered the Pakistani banking industry.

• One important force that affects the operations of bank in a

specific country is the stability of the government of that country.
Currently the political situation of Pakistan is stabilized due to which
the people are keeping their money in banks and banks have enough
money supply to carry their regular operations. In case if the stability is
disturbed than the people will take out their money from the banks due
to which their will be shortage of money supply for banks and would
not be able to carry on their smooth operations.

• Another effect of the political forces is that basically all the

banks work under the supervision of the State Bank of Pakistan (SBP).
SBP decides the interest rate, Balance reserves with the banks and

many other policies. So when the government changes the some policies
are also changed this affects the banking industry a lot. The present
policies and instructions given by the SBP are favorable for the banks
and the banks are happy with the current governmental policies.

 Technological Analysis
Technology plays an important role in providing the effective and efficient
services to its customers . The banks must be familiar with the latest
technologies and they must also implement those technologies in their banks.
The banks could get many advantages by the implementation of new
technologies which would be discussed further . Especially in the countries like
Pakistan where banking industry is growing at a high pace , people are getting
more knowledgeable about these things and they want to use latest and
comfortable technologies which could provide them better service.

Some points regarding to the technological macro environmental forces that

affects the banking industry are mentioned below:

• Now days the latest and emerging trend is Internet banking or

also known as E-banking . Through the internet banking people can
access their information without visiting the banks . Actually the E-
banking has many advantages like people would not need to go all the
way to the banks to access their accounts and they would be having 24
hour banking service at their own home PC or pocket PC . Actually
the banks want to get rid of the extra crowding of customers and to
deal with more customers they would also have to hire more employees
. So by electronic banking there would be few customers to visit the
bank directly which would reduce the cost of banks for hiring those
extra employees . Implementing the new technologies is too costly but the
reduce costs in the long run.

• The networking and other technologies LAN and WAN

introduced in the banks have also improved the efficiency of banks. By
using the networks the communication and sharing of the different
information between branches of the bank has been become easier,
efficient and speedy. The queries and issues of customers are more
efficiently processed and solved. Due to which customers feel good and
their reliability on banks also increase.

• As the technologies have many advantages on the other side it
also involves many security risks. Especially the trend of cyber crime
is increasing at immense level. Banks are also aware with these facts
and they have already taken a proactive step. The banks have
implemented hacker proved system and tight security control due to
which it is very difficult for anyone to hack confidential information.
Another drawback of this E-banking system is that if the system goes
down than the bank is paralyzed and cannot perform its tasks. It can
perform its operations and tasks without the system. So the banks
should not only be dependent on these electronic systems only. They
must also have sum backup systems to deal with these kinds of

Positioning Strategy

Samba Bank

E-Merchant Services of Samba (For corporate sector)

Samba Connect is a new state-of-the-art online payment system that provides a
secure way for merchants to accept payments from online buyers on their
websites or portals.

Now, by using Samba Financial Group as a payment gateway, buyers can pay
online merchants with more peace of mind than ever before. No more worries
about sharing any sensitive card or account information on the merchant's
website. This information is now strictly between the buyer and Samba
Financial Group. Samba Connect also broadens the range of payment options
available for online customers.

Now they can pay using any of the following :

Credit cards (Visa or MasterCard)

Samba account
Any other bank account in Pakistan (by direct debit)
Samba Connect Account

Samba Access
"Samba Access" is Samba's web enabled electronic banking platform for corporate
customers. It was the first Corporate Internet banking solution in Saudi Arabia and
continues to be the leading Internet Banking solution for corporate customers.

SambaAccess allows customers to inquire real time, round-the-clock about various

aspects of their Cash Management and Foreign Exchange transactions, Account
balances and statements, Letters of Credit, Letters of Guarantee, FX transactions,
Export and Import Collections, Islamic banking transactions and more.

SambaAccess also allows customers to initiate a wide range of transactions ranging

from simple payments, predefined beneficiary payments, utility bill payments, Letters
of Credit issuance, and Letters of Guarantee requests to managing the payroll cards

and sending mass payments by integrating to the customers accounting system.

It has a very powerful search engine and allows information to be managed

extremely efficiently, with a high level of customization. The Internet functionality
makes access to information truly global.

Samba Mobile
Now customers can perform all their everyday banking transactions anywhere they
are, and do it all instantly just as if they were at the branch or using
on your PC.
It's as easy as logging on to Sambamobile on your mobile phone, and performing
any transaction you want on the spot. Access your Samba accounts directly, check
your latest statement, transfer funds, pay your credit card and utility bills, check
your personal finance and mutual fund account and do much more even on the
road. It's just like having a whole Samba branch in your pocket anywhere you go.
To start using Sambamobile, just register at and follow the
download instructions. You can access it anytime with just a single key press.


ATM cards facilities

Imagine being able to access your accounts and carry out most of your
personal banking transactions without having to visit a branch. Our ATM card
is simple-to-use, convenient, versatile and totally reliable. It also gives you
access to over 500,000 ATMs worldwide and in Pakistan, 24 hours a day, 365
days a year.

Triple Access!

HSBC's ATM Cards provide you with Triple Access , you can fully manage up
to three of your accounts with just one HSBC ATM Card. You can perform a
broad range of transactions on your accounts like Access to accounts 24 hours
a day, 365 days a year ,Withdraw cash from your account (up to PKR 25,000
daily) , Transfer funds between your accounts , Access to up to three accounts
with only one card , Check the balance of accounts , Change your PIN code as
often as you like , Order cheque books , View your last 5 transactions enquiry,
Global Access on FCY Accounts .

HSBC also has an ATM network sharing arrangement with Muslim

Commercial Bank (MCB) which allows access to a network of 346 MCB



No charge on carrying out transactions at MCB's ATMs

Convenience of using MCB's 346 ATMs located countrywide

Access on a 24 hour basis

Proximity of an ATM close to your own locality

Security and confidentiality in a safe environment

Global Access to FC Account through ATMs


UBL Online

UBL’s state of the art online banking, customers were able to access their
account from more than 350 branches located in 71 cities across Pakistan.
Transactions such as Cash Deposit, Cheque Encashment, Stop Payment,
Account Statement, Funds Transfer were done online without the need to travel
to the local branch.

Pakistan's First Prepaid VISA Debit Card

UBL Wiz is Pakistan’s first ever Prepaid VISA Debit Card that provides the
convenience, security and benefits of an ATM and Debit Card, locally and

More than just an ATM card, you can use your UBL Wiz everywhere VISA
cards are accepted. Whether you are using it online, paying for petrol,
shopping or dining, you are accessing money directly from your prepaid card,
without having to visit the bank.

Pakistan’s 1st Chip Credit Card that guarantees you both enjoyment and high
value. It assures you global acceptability in more than 22 million
establishments worldwide in 130 countries and in more than 12, 000 outlets
within Pakistan. CHIP based credit cards have globally proven to be the most

secure way of conducting credit card transactions. This unique high tech CHIP
guarantees your financial security while conducting transactions on credit cards,
both within Pakistan and around the world. Your choices say a lot about your

Being different was never so easy. Now UBL Credit Card gives you the
flexibility to make a statement by letting you design your credit card in almost
any manner you want. Galleria, by UBL Cards is Pakistan’s first picture credit
card that gives you freedom of choice and expression as you can now
customize it with your favorite image and make your credit card as unique as
you are.Personalize your card with a picture of your choice on it. Choose
whatever you think defines you or represents your personality, your passions,
your style or your likes. Perhaps you could put up pictures of yourself, your
loved ones or anything you please. It’s entirely up to you. For the first time
ever in Pakistan, a card that lets you express your true self.

Cash Advance, 24 Hour Customer Service, Save Big Time, Buy Today - Pay
Later Free, Travel Accident Insurance, Zero Loss Liability.

Credit cards
With no annual fee, access to online servicing at any time and the option to get an
additional card for a friend or family member, an RBS Credit Card could be the right
choice for you. There are four types of credit cards according to customer's need and

• Gold Credit Card

Any one over age of 21 and earning more than £20,000 can buy this buy.


Pay by Direct Debit , Flexible credit limits , Money transfers by phone , Control
your credit card online, Pay by Direct Debit , Flexible credit limits , Money
transfers by phone , Purchases and balance transfers , Up to 56 days' interest-
free credit on purchases , Daily cash advance , No annual fee, Royalties - get
more from your credit card, Special discounts, 15% off at , 10% off
UK short breaks with Superbreak , Travel benefits, Travel bookings, Travel advice
and help , Overseas medical help Wine offers, Royal Bank Wine Club.

• Platinum Credit Card

A customer over 25 and earning more than £25,000 can get Platinum Credit
Card. The Royal Bank of Scotland Platinum Credit Card comes with valuable


Control your credit card online, Pay by Direct Debit , Manage your credit card,
Flexible credit limits , Money transfers by phone, Financial benefits, Purchases
and balance transfers , 56 days interest free credits on purchases , Daily cash
advance ,No annual fee , Royalties get more from your credit card , Share the
benefits, Add a cardholder for free , Special discounts 15% off at, 10%
off UK short breaks with Superbreak , Travel bookings Travel benefits, Travel
advice and help , Overseas medical help , Wine offers Royal Bank Wine Club.

• Classic Credit Card

If you are over 18 and earn more than £10,000, RBS's Classic Credit Card is
a simple way to manage your finances. You can also get wide range of


Manage your credit card, Control your credit card online, and Pay by Direct
Debit, Flexible credit limits, Money transfers by phone .

• Student Credit Card

Food. Clothes. Books. When you add up all the expenses of student living, a
little bit of flexibility in your finances could go a long way. The credit card
for student life

Sensible credit limit ,Save at Firebox, Kitbag, Snapfish, My Movie Stream and
Lonely Planet, Financial benefits, Up to 56 days interest-free credits on
purchases, Cash advance, No annual fee.

Fraud warnings

If RBS think there is a fraudulent transaction on your credit card, RBS will
call you to make sure. You can also sign up for our free fraud text alerts - so
RBS send fraud warnings straight to your mobile phone.

Chip and PIN

Your RBS credit card uses the latest Chip and PIN technology to fight card
fraud. A microchip in the card stores data more securely. And when you shop,
you will be asked to type your PIN into a special keypad.


In our endeavor to provide you versatile banking options to fulfill customers

financial needs, Bank Alfalah Limited presents the Alfalah HilalCard, a Debit
Card which gives customers unlimited access to their current / savings account
with a simple swipe at millions of retail shops and ATMs worldwide. The
Alfalah HilalCard comes with a host of conveniences and benefits combined
with the wide reach of Visa Network, enabling it to be accepted at more than
1 million ATMs and 29 million retail outlets around the world, making it the
most acceptable Debit Card available in Pakistan.

It is easy to operate and can be used on any electronic self-printing POS

machine where VISA is accepted, locally and internationally. No more hassle
of remembering your PIN for retail transactions and no need to go to the
ATM for cash withdrawal. One swipe and your transaction are complete.


The conclusion of the whole report can be drawn as that the SOCIAL,
favorable for the banking industry in Pakistan. But banks need to manage these
macro environmental forces in a better way to increase the opportunities and reduce
threats to the banking industry.

Recommendations to Banking Industry
After doing the careful SLEPT analysis of banking industry we would like to
give some recommendations to the banking industry. By bothering these
recommendations banking industry can improve their service and can satisfy
the customer needs and wants in better way. Some recommendations are as

• Islamic banking should be introduced in our banking industry,

because many people demand for the Islamic banking policies.

• E-banking must be promoted by every bank. This would reduce

the costs and time of banks and customers as well.

• Due to the increasing cyber crime the banks must hire the
professional IT staff which could protect their systems from being

• Currently the banks are not using the electronic media up to that
extent for the advertising purposes. They can use television and internet
for the advertisement so that the people would become aware of the
different services introduced by the banks.

• Also some kind of training program should be introduced which

would educate the customers about operating the E-banking and other
latest technologies.

• The banks should employee the cooperative staff which could

provide better service and help to customer . This will show the loyalty
of the bank towards their customers and it may become a reason for
the customers to trust the bank.


• HSBC 's ATM Information

Available at:

• Bank AlfalahHilal Card

Available at:

• RBS Credit Cards

Available at:

• Samba Products

Available at:
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• Introduction of Banks

Available at:



1. What is the social class of majority of people which are your

2. What is the general attitude of the locals about you as a foreign


3. Do people feel free to use banking services or they feel that by

using banking services they would get into some trouble?

4. What is the local's religious concept about your different

financial services (Loans, Car leasing Credit cards); they view them as
halal or haram in Islam?

5. Do people live a luxurious life and they use borrow from banks
to fulfill their requirements?

6. What were the Government's legal requirements for permitting
license to your bank?

7. What legal restrictions do you face regarding to the outflow of

personal information of your customers?

8. Do you have some legal guidance and limitation regarding to set

the interest rate?

9. What other additional information you have regarding legal


10. How the high inflation rate is affecting your services concerned
to households? (Savings , borrows)

11. Is the current recessionary economic situation affecting the

demand for your Loans by the big investors?

12. Are you facing any mistrust situations by locals, as banks are shutting
down all over the world?

13. What other additional information you have regarding to economical



14. How the stability of government affecting your banking services?

15. Are there any Governments policies which are hindering your

16. Are you satisfied with the current Government policies are they
supportive for you?

17. Do you have some Governmental instructions regarding to loans

and car leasing services?

18. What other additional information you have regarding to political



19. What latest technologies are you using?

20. How much help do you get from these latest technologies to
communicate and serve customers?

21. Do customers feel comfortable while using the technologies

which you have implemented?

22. What risks and security threats do you face due to the
implementation of these latest technologies?

23. Is your new technology reducing your costs?

24. What other additional information you have regarding

technological aspects?

Group Details












Hassan Aurangzeb Abbasi is a Relationship Manager .His

Age is from 35 to 38 .He is a nice and good looking

guy. He is very loyal with his customers. When we went

to HSBC bank he greeted us humbly and cooperated with

us to provide all the required information which we needed.

Bank Alfalah limited

Shahid Jamil Jahangiri is HR Officer .His age

is ranging Between 28 to 31. He is a young and good

looking .He was very sincere with his work. He helped

us a lot.

Samba Bank
Syed Aamir Wasim is a Regional Head for Quality,

Services & training. His age

is between 38 to 42. He is very nice, experienced

and cooperative person .He cooperated with us and

provided us the brief details about each and every thing

we asked.

United Bank Limited
Muhammad Ramzan is a bank manager .His age

is between 35 to 38. He is an experienced person.

He is very kind person. He respects the students.

He gave all the information which we wanted.

RBS bank
Shahid Inayat Chheena is a Associate Relationship Manager.

His age is between 33 to 36. He is an experience

looking in his job .He is also nice and attractive person.

He was very cooperative with us.

Comments Sheet