Research Report - Banking Services & Consumer Loyalty

Elegant Report

Consumer Loyalty & Banking Services

1.0

Introduction

1.1 Banks

The banks are the institutions, which help people manage their money. The business of banking refers to taking deposits and making loans. They provide, infect, means of exchange. Originally, banks only made loans and issued notes for the money deposited. But today banks are providing number of services along with their basic function. These services include:

Credit cards

Automatic teller machines

NOW accounts

Individual retirement accounts

Home equity loans

Financial services

1.2 Basic Function of a Bank as a Money Creator

All cash received by the banks are divided into two kinds of reserves these are primary reserve and secondary reserves. The primary reserves are the deposits due from the other banks and the reserves required by the State Bank of Pakistan and secondary reserves are securities the bank purchase in the open market. Normally bank left with the cash over these reserves with then can be used in order to make loans and as a result make money.1.3 Profit Margin of Banks

Banks make profits or losses from the following three ways:

1.3.1 Interest Spread

They make money from what they call the spread, the difference between the interest rate they apply for deposits and the interest rate they receive on the loan they make.

1.3.2 Fees

They earn fee from the customer services such as checking accounts, financial counseling and loan services.

1.3.3 Trading Profits

Banks make profits from buying and selling securities to capitalize on movements in interest rates, exchange rates or equity prices.

1.4 The Revolution in The Banking Business

Bank products and services are diversified over the years. Banks can now venture fully into the financial industry from stock markets to mortgage and project financing to insurance. Today banks are engaged into the following areas:1.4.1 The Basic Commercial Banking

Deposit-taking

Funding the banks

Originating new loans

1.4.2 Corporate Finance and Brokerage

Underwriting new equity bonds issues

Brokerage business

Corporate advisory services

1.4.3 Investment Management

Investment management

Trust services1.4.4 Internal Bank Management

Managing assets

Managing risks

Financial control

Tax management

Managing legal responsibilities1.5 Modern Online Banking

Online baking system allows customers to plug into a host of banking services from a personal computer by connecting with the banks computers over the telephone wires. By the virtue of technology banking becomes easier for the average consumer. Consumers can access their accounts 24 hours a day 365 days a year. ATM services are also available due to this on line banking system.

1.6 Consumerism

Consumerism is intrinsically linked with affluence. A society or individual is affluent when he or she are in a position to consume food, consumer durables like autos, electrical appliances, household items and even build houses of choice with lavish expenditure. In case an individual is self-financing, matters and are to be lured or pursued to rely on financing by financial institutional things start looking different and that is where culture of consumerism starts taking roots.

1.7 Banking Services

Banking is one of the most sensitive businesses all over the world. Efficient banking is the basis of a viable economic structure and growth. Pakistan is no exception. Pakistan started with out any worthwhile banking network in 1947 but witnessed phenomenal growth in this sector after independence.

In the 70's banking industry came under crisis and the growth stopped. Nationalization of banks in the seventies changed the whole complexion of the banking industry in the country. With one stroke of pen the commercial banks were made subservient to the political leadership and the bureaucracy. Nationalization of banking industry was accompanied by violent changes in the external value of rupee. The commercial banks thus lost their equilibrium, initiative and growth momentum. They ceased to be business concern and become big bureaucracies. Due to this they suffered from three terminal diseases

Non performing loans

Higher intermediation cost

Loss of initiative and entrepreneurship

In the mean while western banks started entering into the business. With in a short passage of time they become in a position to compete local banks. This reduces the banking profitability of local banks.

The biggest problem for the economic managers of the country was that they had no vision to resolve the structural incompetence of the public sector banking industry. Privatization was considered to be a solution but neither the objectives nor the mechanism of privatization process was clearly spelled out. As a result privatization not gives any positive result after unloading of two of the commercial banks i.e. Muslim Commercial Bank, Allied Commercial Bank.

At this stage World Bank entered into the game by providing a credit for improving the financial sector. World Bank believes on the privatization and globalization of banks was only the solution to the problems of developing country.

Now SBP takes different steps in case of its prudential regulations in order to improve the banking industry in Pakistan. But reality is that banking efficiencies.

First the steps taken by the banks have not reduced their operational cost.

Secondly their loan portfolios have not been effectively cleaned to provide them a fresh start.

Finally the prudential regulations have reduced the managements capability to use the available resources in an effective manner.

2.0Research on consumer loyalty and banking services

We are engaging in this research to solve consumer retention problems faced by a bank. Thats why our research will be a Problem Solving Research.2.1 Problem Definition

Nowadays different banks of the country are facing problems to retain their customers or to attract new customers. Specifically this research will find answers to the following questions:

1. Why people open an account with a bank?

2. Why they change the bank?

3. Why would they stay with the same bank?

4. Do they get all the services from the same bank?

5. Number of accounts people maintain with the same bank or with different banks at one time?

2.2 Research Objective

The research objective is to find out useful information to help management of a bank to make future decisions about the banking strategies i.e. What services a bank should offer to retain old customers and to attract new customers?

2.3 Research Hypothesis

H0: Customer loyalty is dependent on the services of a Bank.

H1: Customer loyalty doesnt dependent on the services of a Bank.

2.4 Research Design

According to the information needed to conduct this research our research will be an Explanatory Research. Our research will assist the decision makers in a bank in determining, evaluating and selecting the best course of action to take in the present situation, to retain old customers and attract new customers.

The research is Explanatory Research because it answers most of the whys faced by a bank as described above in Problem Definition.

2.5 Survey Method

We will use structured questionnaire given to a sample of population and designed to elicit specific information from respondents. We will use structured data collection method i.e. prearranged questionnaire. In which we will use fixed response alternative questions due to following reasons.

Fixed response questionnaire is simple to administer.

The data obtained are reliable because the responses are limited to the alternative stated.

The use of fixed response questions reduces the variability in the results that may be caused by differences in interviews.

2.6 Interviewing Method

We will use Personal Interviewing Method, in which Mall-Intercept Personal Interviewing will be used. We will go to selected areas of the city (Lahore) to fill our questionnaires from respondents. Following are the reasons to choose Mall-Intercept Personal Interviewing.

It allows for diversity of questions and clarifies the ambiguities about questions.

It also allows a moderate degree of sample control.

It has a moderate data collection speed.

It yields the highest response rate.3.0

literature review

The business of commercial banking is changing and its products are increasing all over the world. Banking is a highly personalized service industry which has long come a long way from its time honored origins of money lending, has become a complex, demanding profession in every respect. The scope of its loan activity now covers a wide range from overdrafts to working capital loans to consumer credits.

In Pakistan, commercial banking is the oldest and most important segment of the countrys financial system and the largest deposit taker. As a result of the nationalization of banks in 1974, the nationalized commercial banks found themselves under-capitalized, over staffed and burdened by bad debts. However, in the recent past, with the elimination of much of the restrictive credit controls, introduction of greater freedom in the exchange markets, Pakistans financial system has changed more than any other part of the economy.

With the flood of banks in the country, both established and upcoming, the market has become highly competitive. Due to the liberalization of economic policies of the government, the financial sector of the country has a great influx of banks, as a result of which only the fittest will be able to survive. Out of a total of about 40 banks (both local and foreign) in the country, each bank is trying its utmost to create a place for itself in the market. These were the results of a research conducted in Karachi on consumer attitude. The findings of the research showed that a gap existed between what the respondents want and what the banks are providing. This is an opportunity for various banks to move in and fill the gap between the ideal bank and current service offerings by aggressive advertising, consumer-friendly attitude and efficient service. In addition, they should introduce more products and services for attracting consumers.In the light of the results obtained as a result of this research, now we will conduct our research in Lahore. We have taken the most preferred attributes in selecting a bank from the research. The results of this research will also help us in developing a questionnaire.

3.1 Source

This article is derived from a research report written by Miss Ayesha Khanum, Mr. Atif Amin and Mr. Zeeshan Pervaiz as part of their Consumer Behavior course for BBA in South Eastern University (Greenwich Institute) Karachi, under the guidance of Mr. Bilal Rashid, Visiting Professor of Marketing.

3.2 Customers and Selection of Banks

Krachenberg (1963) surveyed 400 business firms in the Detroit area. One of his objectives dealt with the determination of which criteria a bank should possess in order to attract business customers in their selection of a bank. From 316 valid responses, five factor groupings were found to account for 85 per cent of responses data. Theses groupings, in order to largest size, were:

1) Location,

2) Personal aspects,

3) Financial condition/strength,

4) Service/facilities, and

5) Loan policy.

Krachenberg also found location to be more important for small-sized firms and, in general, more important for chequing account purposes than for borrowing.

Rowe (1967) undertook a survey to determine how new residents pick a bank in which to open a chequing account. The results indicated that acquaintances, convenience, professional hostess contact, direct contact from the bank and advertising ere the major factors.

Kaufman (1967) was commissioned by the Federal Reserve Bank to determine the important criteria judged by consumers and business firms influencing their selection and patronization of specific banks. He found two-thirds of sampled respondents selecting the most convenient bank to their home, place of business, or both. Apart from locational convenience, the other reason given most often for primary bank selection among householders was the length of bank-customer relationships. Quality of services was also rated highly.

Bowers (1969) investigating why bank consumers choose specific banks for there main household chequing accounts essentially reported the same findings. Francis (1968) questioned bank customers to determine and rank their perceptions on the importance of various attributes in their selection of a commercial bank. Convenience again was concluded to be the primary choice determinant. Other dimensions with high rankings related to personal influences, security, and cost factors.

Conducting a national (US) cross-sectional sampling of households, Louis Harris and Associates (1970) found that good reputation was the factor cited most frequently, and, as well, consumers reported that location, personal rapport, and the offering of a full range of services were important. Allaire (1972) also found that convenience; security, personnel and interest rate factors were important determinants of bank selection.

Anderson, Cox and Fulcher (1976) assessed the principal decision factors used in bank election decisions. They reported that there existed two types of customers: (1) a convenience group; and (2) a service oriented group. The determinant rankings between these two groups are compared in Table I.

Nulsen (1973) investigated the relationship between spousal role behavior during a hypothetical decision-making session concerned with bank selection, and attempted to isolate any choice criteria directly related to either interacting spouse. He found the male spouse most likely to be the influential spouse regarding bank selection. Factors greatly affecting this relationship, however, related to educational level, occupation, bill payment responsibility, and whoever actually made the trip to the bank. Middle-aged and higher-income couples also exhibited a higher incidence if joint decision-making behavior. The obvious importance of such findings for application to bank marketing and promotion strategies would support further such research in these areas.

Grimm (1974) sought to determine characteristics of such depositors, which are significant predictors of account size, and to identify basic bank selection factors important when choosing a bank for chequing purposes. For each objective, three depositor groups were compared: (1) the below

Table I. Bank Selection Criteria: Determinant Attribute Analysis

(Anderson, Cox and Fulcher, 1976)

Mean Scores

Decision CriteriaTotal SampleRankConvenience CustomersRankService CustomersRank

Recommendation by friends7.62315.505110.2053

Reputation 7.52825.266310.2863

Availability of credit7.30934.672610.5241

Friendliness7.25145.13359.8334

Service charges on chequing accounts6.35255.22747.7247

Interest charges on loan5.84363.828108.3005

Location5.73675.31626.24810

Overdraft privileges on chequing accounts5.58683.527118.0956

Full service offering5.55093.93497.5198

Parking5.303104.51276.2679

Hours of operation5.133114.37986.05211

Interest payments on saving accounts4.350123.254125.68612

Special services for youth3.998133.012135.20013

Special services for women3.436142.58 2144.47614

New accounts premium or gifts2.798152.316153.38615

Median account balance group, (2) the median-or-more balance group, and (3) the combined groups. Demographic characteristic like age, education and income were found to be stronger predictors of account size than institutional characteristics.

This is in contrast to the results of Fitts (1975) who found that demographic variables were poor predictors of bank markets. The combined characteristics were also stronger predictors than either institutional or demographic characteristics taken separately. Using the bank characteristics only, the data were factor analysed (similar to Reed, 1972). Six factors were found common to all three sub-samples:

1) Full service bank,

2) Customer orientation,

3) A pleasant banking (chequing) experience,

4) Convenience of time,

5) Shopping accessibility, and

6) Personal influences.

Such controllable variables could easily be emphasized, particularly in the short term, by bank management effectively to gear their promotional campaigns for attraction of new clients, as well as to maintain present patrons.

Mason and Mayer (1974) sought to determine the differences between high and low-income chequing and savings account customers. The reasons given for maintaining a chequing account at a particular branch are presented in Table II.

The importance of the first two factors was striking, particularly in low income families. Savings account customers exhibited similar results except that favorable interest on deposits replaced the third factor on loan experiences, as would be expected with such accounts.

Table II. Results of the Mason and Mayer (1974) Study

Percentage of chequing account customers

Factors in bank selectionIncome over $ 10,000Income under $10,000

1) Convenience of location 32.044.9

2) Friendly personnel25.123.2

3) Favorable loan experience20.88.7

4) Advice of friends11.22.9

5) Influence of relatives7.915.2

Reason stated PERCENTAGE

Bank is close to home46.8

Bank is close to work32.4

Friends suggested bank16.0

Bank had low service charges10.8

Bank has automatic teller machines9.2

Employer uses bank8.8

Bank has many branches7.2

Heard banks services were accurate4.8

Used bank previously4.4

Got loan from bank4.4

Bank open Saturday3.6

Bank has branches at mall where I shop 2.8

Riggall 1980 found that newcomers tend to make a relatively early selection of their bank in the moving process. One-third of respondent had opened accounts prior to the move and an additional 50 percent acted with in one week of the move. In addition, the higher the income, the more likely a person was to open an account prior to move. Although many had heard of the bank they were to select, pre-knowledge did not show evidence of being a major determinant of bank selection. The main reasons cited by newcomers for their choice of bank are listed in Table 111.

TABLE III. Newcomer Reasons For Bank SelectionFrom table 111 it can be seen that over three-quarters of the sample selected a bank based on location convenience to either home or work. Those who chose less convenient locations cited only personal recommendations and Saturday banking significantly. Neither pricing influences nor employer patronage showed much influence when specifically analyzed. Also, it would appear that the effect of various bank information kits, sent to about one quarter of respondents, was minimal. Infect, the recipients of kits from the most frequently chosen bank actually opened more accounts at the other two major competitive institutions.

3.3 Objectives of The Study

The major purpose of the present research is to focus on the determination of those factors that consumers perceive as important in their selection and patronage of a banking facility. this investigation will also attempt to delineate any significant differences in the factor identification and banking habits among the samples major demographic groups relating to language, sex, age, education and income.

In line with the above objectives, the following hypotheses will be examined:

(1) There exist some universal selection criteria of significance important to all individuals in the ample group;

(2) There exist major differences between selected demographic groups relating to their banking habits and factor evaluations specific to bank patronage decisions.

A final objective, which perhaps embodies all other, relates to an analysis of relevant marketing implications suggesting directions for future industry research. by gaining more comprehensive information on consumer perceptions towards various bank attributes, bank marketers may be in a better position to determine the criteria consumers use in selecting a bank and tailor their marketing strategies accordingly.

Most of the prior studies found dealing with these topics were conducted in the United States where a very different banking system exists. It is hoped that this study will help fill a void in research dealing with the Canadian context, where a relatively small number of chartered institutions dominates the market through a strong nation-wide branch- banking network. In particular, this work will strive to shed some light on the Montreal market place where the political and cultural environment is unique in North America.

4.0 Methodology

4.1 Population Definition

Population is defined as the entire group under study as specified by the objectives of the research project. Therefore the population of this research is the Business Class of Lahore. All those Business Men in Lahore who are holding accounts with different banks in Lahore are taken as the Population for this research project.

4.2 The Sample Plan

We are using Probability Sampling Technique in which we will use Cluster Sampling, we will use cluster sampling because in cluster sampling the population is divided into heterogeneous subgroups, as we have done. We have divided our population (Business Class of Lahore) into ten clusters on the basis of geographies. And from each cluster we will select a sample size of 15 Businessmen. We illustrate cluster sampling by describing a type of cluster sampling known as Area Sampling. By using area sampling we have divided our population into ten areas, which are:

Cantonment

Defense Housing Society

Walton Area

Gulberg

Ichhra

Model Town

Islampura

The Mall (Hall Road)

Old City

Railway Station

4.3 The Sample Size

A sample size of 150 is taken i.e. we will take a sample of 15 from each of the ten locations listed above.

4.4 Development of The Survey Questionnaire

4.4.1 Customer Loyalty as a Construct in The Marketing of Banking Services

The construct of Loyalty has long been regarded by marketing practitioners and scholars as a value able tool for developing effective marketing strategy.

Banks serve two types of customers:

House Holds (retail banking)

Institutions (wholesale banking)

In this study the discussion will be limited to retail banking, which contributes a substantial proportion of the total profits generated by banks.

4.4.2 Development of an Index of Bank Loyalty

Past research has offered different conceptualizations of loyalty. Moreover, a variety of approaches to measure the same conceptualization have been proposed. A good discussion of these measures and the associated problems is provided by Jacoby and Chestnut (1978). The view most commonly held today stems from the distinction made by Day (1969) between:

Intentional Loyalty

Spurious Loyalty

Day contends that loyalty is more than repeat purchase behavior, in that the spuriously loyal purchaser lacks real attachment or commitment to the brand. Jacoby (1971) follows the same line of analysis, suggesting that loyalty be measured in terms of underlying favorable predispositions. In an attempt to measure customers real attachment to their bank, our questionnaire will consist of the eight items shown in the Table I:

Table I. Bank Loyalty Index (LOYAL)

______________________________________________________

1) Unless I am very satisfied with that bank, changing a chequing account from one bank to another is too much of bother.

2) Lower chequing account charges at another bank would convince me to switch my account there.

3) As long as the present service continues, I doubt that I would switch from my present bank.

4) I have never switched an account because of either bad service or some annoying incident at a bank.

5) I would rather deal with a new bank in town than one of the established local banks.

6) It is better to do all your banking in one bank because then they have a better overall picture of your financial situation.

7) If my current chequing account had service charges, I would switch my chequing account to a bank that offered it with no service charges.

8) I would do all my banking business with one bank even if another bank offered a slightly better deal on a loan or a saving account.

______________________________________________________

The Index has been used in the questionnaire and respondents are requested to indicate their degree of agreement with each on a five-point Lickert Scale.

The financial services used to compute the entropy measure of loyalty in the questionnaire are given in the following Table II:

Table II Financial Services

Better Service

Better Return

Products Offered

Convenience

Low Interest Rates

Stability of Banks

Over Draft Facility

Evening Banking

Interest Free Banking

International Network

Min. Balance Requirements

4.4.3 Pretesting The Questionnaire

The questionnaire has been pretested with different professionals, which are:

Mr. Tariq Rasheed,

Branch Manager,

Union Bank Limited, Samanabad Branch Lahore.

Mr. Tariq said that the questioner is satisfactory. He further added that the questioner should be more consumer oriented. He says that you may also add the following question:

How long have you been using the bank account in your existing bank?

His suggestions were taken and have been added in the questionnaire.

Mr. Bilal Munawar

Branch Manager

MCB, Liberty Branch, Lahore.

According to Mr. Bilal customers change their bank because of poor customer dealings. Customers usually avoid those banks, which are not good in their dealings with customers. Customers usually prefer those banks where they are given more importance and attention.

He added, while opening an account customers usually give more importance to the following factors:

Personal contacts

Time factor: Time factor is very important for the customers; they usually prefer those banks that provide timely services to them.

Terms and conditions: Borrowers usually give importance to terms and conditions of the bank and choose that bank, which offer products at easiest terms and conditions.


Mr. Haji Sarfraz

Branch Manager

NBP, Wahdat Road Branch, Lahore.

According to Mr. Sarfraz customers change their bank because of excess of customers. Co-operate customers usually avoid those banks which are dealing with a large number of customers at a time because they cannot get timely services from that bank

According to Mr. Sarfraz customers usually give more importance to the following factors while selecting a bank:

Personal contacts

Time factor: Time factor is very important for the customers; they usually prefer those banks that provide timely services to them.

Terms and conditions: Borrowers usually give importance to terms and conditions of the bank and choose that bank, which offer products at easiest terms and conditions.


4.5 Response Rate

The response rate is calculated as follows:

Response Rate = Number of completed questionnaire ( 100

Number of units in sample

= 131/150 ( 100 = 87.33 %

Therefore the response rate was 87.33%.5.0 data analysis

5.1 Data Processing Flow

This represents an overview of the traditional sequence of functions to be performed in data processing. Our data collection instrument was questionnaire as discussed above. We have used SPSS 11.0 and Microsoft Excel for entering the data on the computer and verifying them. We have used these soft wares by creating new variables, which will be shown in the graphical view below. The sampling plan of the research has been discussed above.

5.2 Graphical Presentation

Table 1:

In which of the banks you hold an account?

The pie graph given above clearly shows the percentage of customers of different banks in Lahore. The most frequently used bank in the banks given above is MCB as the graph is showing the biggest portion for MCB (30.47%). After MCB, Habib Bank Limited (19.53%) comes which is ranked second and then Bank Alfalah (15.63%), UBL (7.81%), Standard Chartered (4.69%), ABN Amro (3.91%) and Citi Bank (3.13%) are ranked.

Table 2:

What type of account do you maintain with the bank?

As the graph is showing 50% of the respondents hold a Rupee Saving Account, which shows that the Rupee Saving Account is the most preferred account used in Lahore. 41% respondents hold Rupee Current Account, 4% respondents hold Foreign Currency Saving Accounts and 5% respondents hold PLS accounts. The following table further explains the situation.

Total No. of respondentsMissingRupee Savings AccountRupee Current AccountForeign Currency Saving AccountPLS

15024635256

Table 3:

How long have you been using the bank account?

In the response of the question, How long have you been using the bank account? 9% of the respondents maintain an account from less than one year, 10% of the respondents maintain an account from more than one year, 20% of the respondents maintain an account from more than two years, 20% of the respondents maintain an account from more than three years and 41% maintain an account from more than five years. The following table further explains the situation.

Total No. of respondentsMissingLess than One YearMore than One YearMore than two YearsMore than Three YearsMore Than Five Years

150251112252552

Table 4: What do you think are the most preferred attributes in selecting a bank, the following graph shows percentages?

The above graph shows different attributes (on x-axis) in selecting a bank. The following table will further explain the situation.

Efficient ServiceBank Close to Office/HomeQuick access to account Info.Stability of BankPersonal Contacts

FrequenciesLeast Preferred73618

Less Preferred4118920

Indifferent518181621

Preferred5940474736

Most Preferred4950445037

Missing Values2628272728

Total 150150150150150

Mean4.124.013.934.113.61

Mode45455

Std. Deviation1.031.071.100.951.26

This table & Graph shows that the most preferred attributes in selecting a bank could be ranked as following:

1) Bank Close to Office/Home & Stability of Bank

2) Efficient Service

3) Quick access to account information

4) Personal Contacts

Table 5: What are the most preferred products/services offered by the bank, following graph shows percentages?

The graph above shows the most preferred products/services offered by a bank. The following table will further explain the situation.

Credit/Debit/ Charge CardsBusiness & Professional LoansConsumer FinancingOnline BankingEvening Banking




Preferred5543423724



Total 150152150150150

Mean3.443.423.333.653.32

Mode44455

Std. Deviation1.411.251.341.371.52

This table clearly shows that the most preferred products/services offered by a bank could be ranked as following:

1) Online Banking

2) Evening Banking

3) Credit/Debit/Charge Cards

4) Consumer Financing & Business and Professional Loans

Table 6: Will you stay with your existing bank if some other bank offers some value added services?

In the response of the question, Will you stay with your existing bank if some other bank offers some value added services? 59% of the respondents said yes and 41% of the respondents said No. Which means that 59% of the respondents who said yes are very much loyal to their banks and will not change their existing bank even if some other bank offers value added services. The following table further explains the situation.

Total No. of respondentsMissingYesNo

150376746

Table 7: What are the major factors that may convince you to switch over to another bank, following graph shows percentages?

EMBED Excel.Chart.8 \s The graph above shows the factors witch may convince a customer to switch over to another bank. The following table will further explain the situation

Better ServicesBetter ReturnProducts OfferedConvenienceLow Interest Rates



Indifferent86221518

Preferred4954414938



Total 150150150150150

Mean4.3443.733.983.73

Mode54444

Std. Deviation0.841.081.191.081.26

Stability of BanksOver Draft FacilityEvening BankingInterest Free BankingInternational NetworkMin. Balance Requirement




Preferred453324343331



Total 150150150150150150

Mean3.983.503.624.103.583.85

Mode445555

Std. Deviation1.061.251.411.051.331.21

These tables clearly show the major factors that may convince a person to switch his bank, which can be ranked as follows:

1) Better Service

2) Interest Free Banking

3) Evening Banking

4) Min. Balance Requirements

5) Stability of Banks & Convenience

6) Better Return

7) Low Interest Rates

8) Products Offered & International Network

9) Over Draft Facility

Table 8: Unless I am very satisfied with that bank, changing a chequing account from one bank to another is too much of bother.

In the response of the statement, Unless I am very satisfied with that bank, changing a chequing account from one bank to another is too much of bother. 5% of the respondents Strongly Disagreed, 12% Disagreed, 26% were Indifferent, 42% Agreed and 15% strongly Agreed. The following table further explains the situation.

Total No. of respondentsMissingStrongly DisagreeDisagreeIndifferentAgreeStrongly Agree

15028615325118

Mean3.49

Mode4

Std. Deviation1.05

Table 9: Lower chequing account charges at another bank would convince me to switch my account there.

In the response of the statement, Lower chequing account charges at another bank would convince me to switch my account there. 10% of the respondents Strongly Disagreed, 30% Disagreed, 18% were Indifferent, 28% Agreed and 14% strongly Agreed. The following table further explains the situation.


150281028185214

Mean3.26

Mode4

Std. Deviation1.18

Table 10: As long as the present service continues, I doubt that I would switch from my present bank.

In the response of the statement, As long as the present service continues, I doubt I would switch from my present bank. 7% of the respondents Strongly Disagreed, 26% Disagreed, 19% were Indifferent, 31% Agreed and 17% Strongly Agreed. The following table further explains the situation.


15029832233820

Mean3.25

Mode4

Std. Deviation1.21

Table 11:I have never switched an account because of either bad service or some annoying incident at a bank.

In the response of the statement, I have never switched an account because of either bad service or some annoying incident at a bank. 16% of the respondents Strongly Disagreed, 19% Disagreed, 15% were Indifferent, 35% Agreed and 15% Strongly Agreed. The following table further explains the situation.


150301619153515

Mean3.14

Mode4

Std. Deviation1.33

Table 12:I would rather deal with a new bank in town than one of the established local banks.

In the response of the statement, I would rather deal with a new bank in town than one of the established local banks. 6% of the respondents Strongly Disagreed, 26% Disagreed, 27% were Indifferent, 32% Agreed and 9% Strongly Agreed. The following table further explains the situation.


15033730323810

Mean3.12

Mode4

Std. Deviation1.08

Table 13:It is better to do all your banking in one bank because then they have a better overall picture of your financial situation.

In the response of the statement, It is better to do all your banking in one bank because then they have a better overall picture of your financial situation. 4% of the respondents Strongly Disagreed, 15% Disagreed, 20% were Indifferent, 41% Agreed and 20% Strongly Agreed. The following table further explains the situation.


15032518244724

Mean3.57

Mode4

Std. Deviation1.11

Table 14:If my current chequing account had service charges, I would switch my chequing account to a bank that offered no service charges.

In the response of the statement, If my current chequing account had service charges, I would switch my chequing account to a bank that offered it with no service charges. 5% of the respondents Strongly Disagreed, 9% Disagreed, 22% were Indifferent, 39% Agreed and 25% Strongly Agreed. The following table further explains the situation.


15031611264630

Mean3.70

Mode4

Std. Deviation1.10

Table 15:I would do all my banking business with one bank even if another bank offered a slightly better deal on a loan or a saving account.

In the response of the statement, I would do all my banking business with one bank even if another bank offered a slightly better deal on a loan or a saving account. 5% of the respondents Strongly Disagreed, 24% Disagreed, 24% were Indifferent, 25% Agreed and 22% Strongly Agreed. The following table further explains the situation.


15032629282926

Mean3.34

Mode2

Std. Deviation1.21

Table 16:

How often you visit your bank?

In the response of the question, How often you visit your bank? 10.57% of the respondents said Daily, 23.58% said once a week, 19.51% twice a week, 1.63% said thrice a week, 26.83% said once a month, 13.82% said twice a month, 1.63% said thrice a month, 0.81% said Once a year and 1.63% said never. The following table further explains the situation.

Total No. of respondentsMissingDailyOnce a weekTwice a weekThrice a weekOnce a monthTwice a monthThrice a monthOnce a YearNever

1502713292423317212

Table 17:

Do you recall any advertisement of your bank?

In the response of the question, Do you recall any advertisement of your bank? 75.21% said yes and 24.79% said no. Which shows that the advertisement in banking sector is quite effective. The following table further explains the situation.

Total No. of respondentsMissingYesNo

150299130

Table 18:

Where did you saw the advertisement?

In the response of the question, Where did you saw the advertisement? 58.51% of the respondents said Newspaper, 7.45% said Billboards, 26.60% said Television, 6.38% said Brochures and 1.06% said Word of mouth. Which shows that the most effective media for advertisement is News Papers. The following table further explains the situation.

Total No. of respondentsMissingNews PaperBillboardTelevisionBrochuresWord of Mouth

150565572561

Table 19:

Do you prefer Islamic Banking?

In the response of the question, Do you prefer Islamic Banking and their products/services? 75.63% of the respondents said yes, 5.88% of the respondents said no and 18.49% of the respondents said not sure. The following table further explains the situation.

Total No. of respondentsMissingYesNoNot Sure

1503190722

Table 20:

Age:

The pie chart given above clearly shows the age groups of respondents. The following table further explain the situation.

Total No. of respondentsMissing18 - 2425 - 3031 - 3536 - 4041 - 5051 - 6061 - 6565 or Over

150272137181822511

Table 21:

Gender:

The pie chart given above clearly shows the age gender of the respondents. The following table further explains the situation.

Total No. of respondentsMissingMaleFemale

1502610915

Table 22:

Education:

The pie chart given above clearly shows the education of respondents. The following table will further explain the situation.

Total No. of respondentsMissingSecondaryIntermediateGraduationMasters

150263156145

Table 23:

Monthly Income in Rs.

The pie chart given above clearly shows the monthly income (in Rs.) of respondents. The following table further explains the situation.

Total No. of respondentsMissingBelow 10,00010,000 19,99920,000 29,99930,000 39,99940,000 49,99950,000 59,99980,000 100,000Above 100,000

15037183821179532

5.3 Hypothesis Testing By Using Univariate Data Analysis

Now we will test our hypothesis by using Univariate data analysis techniques. The objective of this analysis is to provide summary measures of the data contained in all the elements of the sample, thats why we will use descriptive statistics.

A variable will be taken at a time then it will be checked with other variables one by one to find out the relationship between the two variables by using Chi-square test. The level of significance used here is ( = 0.05. SPSS 11.0 does the statistical calculations for the analysis. For the ease of management only those variables, which are dependent, are given in this report. The variables, which will be analyzed, are:

1) Consumer Loyalty

2) Banking Services

Our hypothesis is as follows:

H0: Customer loyalty is dependent on the services of a Bank.

H1: Customer loyalty doesnt dependent on the services of a Bank

Now to test the hypothesis the two variables will be checked with the help of different indicators. The indicators for consumer loyalty are the statements used in the questionnaire, which are as follows:

1) Changing from one bank to another. (Q12 a)

2) Lower charges convince to switch. (Q12 b)3) Switch to bank offering no service charges. (Q12 g)

The indicators used for banking services are the services provided by the banks that are also used in the questionnaire, as discussed in development of the questionnaire. To test the hypothesis three most preferred services are taken which are as follows:

1) Better Service

2) Evening Banking

3) Min. Balance Requirements

5.3.1 Relation Between Changing from one bank to another and Better Service

We will check the relation ship between Changing from one bank to another and Better service. For this Changing from one bank to another is taken as dependent variable and Better Service as independent variable, now by stating the hypothesis:

H0: Changing from one bank to another is dependent upon Better Service.

H1: Changing from one bank to another is not dependent upon Better Service.

Statistical Calculations:

Case Processing Summary

Cases

Better Service and Changing from one bank to anotherValidMissingTotal

No.PercentNo.PercentNo.Percent

11778.03322150100

Chi Square Test

Valuedf

Pearson Chi-Square17.68516

No. of Valid Cases117

Conclusions:

The table value at 16 degree of freedom and 0.05 level of significance is 26.296. Therefore we accept the Null hypothesis and state that Changing form one bank to another and Better Service are dependent.

Graph:

The following graph further explains the relationship.

Changing from one bank to anotherTotal

Strongly DisagreeDisagreeIndifferentAgreeStrongly Disagree

Better ServiceLeast Preferred123

Less Preferred11

Indifferent2158

Preferred281417647


Total614324817117

5.3.2 Relation Between Lower charges convince to switch and Evening Banking

We will check the relation ship between Lower charges convince to switch and Evening Banking. For this Lower charges convince to switch is taken as dependent variable and Evening Banking as independent variable, now by stating the hypothesis:

H0: Lower charges convince to switch is dependent upon Evening Banking.

H1: Lower charges convince to switch is not dependent upon Evening Banking.



Cases

Evening Banking and Lower charges convince to switchValidMissingTotal


11677.33422.7150100

Chi Square Test

Valuedf



Conclusions:

The table value at 16 degree of freedom and 0.05 level of significance is 26.296. Therefore we accept the Null hypothesis and state that Lower charges convince to switch and Evening Banking are dependent.

Graph:


Lower charges convince to switchTotal


Evening BankingLeast Preferred2746322


Indifferent54615

Preferred22212422


Total927175013116

5.3.3 Relation between Switch to bank offering no service charges and Min. Balance Requirements.

We will check the relation ship between Switch to bank offering no service charges and Min. Balance Requirements. For this Switch to bank offering no service charges is taken as dependent variable and Min. Balance Requirements as independent variable, now by stating the hypothesis:

H0: Switch to bank offering no service charges is dependent upon Min. Balance Requirements.

H1: Switch to bank offering no service charges is not dependent upon Min. Balance Requirements.



Cases

Min. Balance Requirements and Switch to bank offering no service chargesValidMissingTotal


11174.03926.0150100

Chi Square Test

Valuedf



Conclusions:

The table value at 16 degree of freedom and 0.05 level of significance is 26.296. Therefore we accept the Null hypothesis and state that Switch to bank offering no service charges and Min. Balance requirements are dependent.

Graph:


Switch to bank offering no service chargesTotal


Min. Balance RequirementsLeast Preferred1157

Less Preferred21317

Indifferent3810324

Preferred13712629


Total510264327111

5.3.4 Conclusions (Univariate Data Analysis)

5.3.5 Surprisingly none of the tests have shown independence between the two variables i.e. consumer Loyalty and Banking Services. All the indicators of Consumer Loyalty and Banking Services are showing dependency between them. Therefore we can conclude from the above tests that our hypothesis is true and we have a strong evidence to believe that Consumer loyalty is dependent upon Services provided by a bank.6.0 Results and conclusions

6.1 Banks Currently Used

Among the banks, Muslim commercial Bank was the most frequently used (30.47%), followed by Habib Bank (19.53%), then Alfalah Bank (15.65%), then UBL (7.81%), then Standard Chartered Bank (4.64%), then ABN Amro Bank (3.91%) and at seventh number the most frequently used bank is Citi Bank (3.13%). As shown by Table 1 in Data Analysis Section.

6.2 Types of Accounts Maintained

The most frequently used account type is Rupee Saving Account (50%) which shows that it is the most preferred account used in Lahore. 41% respondents hold Rupee Current Account, 4% respondents hold Foreign Currency Saving Accounts and 5% respondents hold PLS accounts. As shown by Table 2 in Data Analysis Section.

6.3 Importance of some Attributes

The respondents were asked to rate the most important attributes in selecting a bank. The three most important things, in order of importance are:

Bank Close to Office/Home & Stability of Bank

Efficient Service

Quick access to account information.

As shown by Table 4 in Data Analysis Section.

6.4 Rating of Products/Services

According to the research, the respondents rated the following three products/services as being the most important (in level of importance):

Online Banking

Evening Banking

Credit/Debit/Charge Cards

And the three most important factors that may convince a person to switch his/her bank are:

Better Service

Interest Free Banking

Evening Banking

As shown by Table 5 and Table 7 in Data Analysis Section.6.5 Average Number of Visits to Banks

Majority of the consumers visit their bank(s) on a monthly basis. This trend of visits to the banks reinforces the complex and cosmopolitan lifestyle of today. Therefore banks need to offer their product/service in which its potential customers may not have to visit the bank regularly. As shown by Table 16 in Data Analysis Section.6.6 Islamic Banking Products

Respondents were asked to indicate their preference for Islamic banking products. About 75.63% of the respondents answered in favor of Islamic banking and 5.88% answered against Islamic Banking, while about 18.49% are not sure about it. As shown by Table 19 in Data Analysis Section.6.7 Influence of Advertisement

6.8 Although majority of the consumers felt that advertisements were not important, an assessment was made of the attractive aspects of the advertisements currently being carried out by various banks. The factor that attracts people towards advertisements is the products offered by a company, bank etc. The medium of advertisement that gets the most attention is the medium (News paper 58.51%), being followed by the Television (26.60%). As shown by Table 18 in Data Analysis Section.7.0 recomendations

In the light of the results obtained as a result of this research, the following recommendations may prove to be useful to banking marketers:

In order to capture a considerable share in the consumer-banking sector of the country, the prime objective of any consumer bank should be to create awareness in the general public. For this it should launch a well-planned advertising campaign.

The bank should come up with new and innovative products. It would be advisable to make these products while keeping in mind the gap between what people want and what their banks are providing them.

As the results suggest, the consumer is not yet ready for foregoing some interest in favor of an Islamic product. Therefore, it would not be appropriate to come up with any such product for the time being.

Since the majority of the population visits its bank once in a month or so, it would be a good idea to come up with some products or services in which the customer would not have to come to the bank at any stage. For example, telephone banking.

In addition to the factors pointed above, physical facilities in a bank also play their role in enhancing its good and sound image. It would be advisable that the bank also keep in mind such facilities as adequate parking space for customers and clients, computers to increase the pace of work, and the like. Since the market is highly dominated by banks like Citibank, ANZ etc., it would be therefore advisable for any new bank to try to avoid direct competition with such banks, and to make it presence felt in the market at the moment.

Store Data Set for Analysis

Sampling Plan and Results

Weight Data

Generate new variables as necessary

Convert Data File to a software readable form of analysis

Computer-enter and verify

Code the instruments

Edit the acceptable instruments

File it away or return to field

Is it acceptable for use

Examine a Data Collection Instrument

2 Institute of Administrative Sciences

University of The Punjab

1

_1146138104.xlsChart3

8.2

22.95

14.75

22.62

11.48

Sheet1

Strongly Disagree8.2

Disagree22.95

Indifferent14.75

Agree22.62

Strongly Agree11.48

Reasons for never reordering McRoyale

MCB30.47

Alfalah15.63

Habib19.53

Citi3.13

ABN3.91

UBL7.81

NBP1.56

First Women0.78

PICIC0.78

Standard Chartered4.69

Askari2.34

Union1.56

Kasab1.56

Allied0.78

Faisal1.56

Punjab1.56

Prime2.34

b4u2.33

AXN0.58

Yes

Yes36

No18NoExecutiveHouse wifeWorking womenOthers51-6061-6565 or over

Children5814622220

Other324628002

816618

54124612

9038321640

15 - 19

Yes18

No1020 - 2425-3031-3536-4041-5051-6061-6565 or over

24221444220

20281026002

Least PreferredLess PreferredIndifferentPreferredMost Preferred

Stability of Bank3.337.514.1737.537.5

Over draft Facility9.411.1125.6428.2125.64

Evening Banking10.8315152039.17

Intrest free Banking3.424.2717.129.0646.15

International Network12.825.9822.2228.2130.77

Min. Balance Requirement6.846.8420.5126.539.32

Sheet1

0

0

0

0

0

Sheet2

0

0

0

0

0

0

Sheet3

0000000000

MCB

Alfalah

Habib

Citi

ABN

UBL

NBP

First Women

PICIC

Standard Chartered

Reasons

Percentage

24

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

1

1

1.03

5

4

8

24

44

13

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

00

00

Yes

No

Did you like it?

Children

00000

00000

00000

00000

00000

00000

Least Preferred

Less Preferred

Indifferent

Preferred

Most Preferred

_1146140072.xlsChart11

75.21

24.79

Sheet1

Yes75.21

No24.79

Twice a week19.51

Thrice a week1.63

Once a month26.83

Twice a month13.82

Thrice a month1.63

Once a year0.81

Never1.63


30.47

MCB15.63

Alfalah19.53

Habib3.13

Citi3.91

ABN7.81

UBL1.56

NBP0.78

First Women0.78

PICIC4.69


Askari1.56

Union1.56

Kasab0.78

Allied1.56

Faisal1.56

Punjab2.34

Prime2.33

b4u0.58

AXN

Yes

36

Yes18NoExecutiveHouse wifeWorking womenOthers51-6061-6565 or over

No5814622220

Children324628002

Other816618

54124612

9038321640

15 - 19

18

Yes1020 - 2425-3031-3536-4041-5051-6061-6565 or over

No24221444220

20281026002


3.337.514.1737.537.5


Over draft Facility10.8315152039.17

Evening Banking3.424.2717.129.0646.15



Min. Balance Requirement

Sheet1

Sheet2

MCB

Alfalah

Habib

Citi

ABN

UBL

NBP

First Women

PICIC

Standard Chartered

Reasons

Percentage

24

Sheet3

1

1

1.03

5

4

8

24

44

13

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

30.47

15.63

19.53

3.13

3.91

7.81

1.56

0.78

0.78

4.69

2.34

1.56

1.56

0.78

1.56

1.56

Yes

No

Did you like it?

Children

3.337.514.1737.537.5

9.411.1125.6428.2125.64

10.8315152039.17

3.424.2717.129.0646.15

12.825.9822.2228.2130.77

6.846.8420.5126.539.32

Least Preferred

Less Preferred

Indifferent

Preferred

Most Preferred

_1146140904.xlsChart2

87.9

12.1

Sheet1

Male87.9

Female12.1

31 - 3519.51

36 - 401.63

41 - 5026.83

51 - 6013.82

61 - 651.63

65 or Over0.81

Never1.63


30.47

MCB15.63

Alfalah19.53

Habib3.13

Citi3.91

ABN7.81

UBL1.56

NBP0.78

First Women0.78

PICIC4.69


Askari1.56

Union1.56

Kasab0.78

Allied1.56

Faisal1.56

Punjab2.34

Prime2.33

b4u0.58

AXN

Yes

36


No5814622220

Children324628002

Other816618

54124612

9038321640

15 - 19

18

Yes1020 - 2425-3031-3536-4041-5051-6061-6565 or over

No24221444220

20281026002


3.337.514.1737.537.5



Evening Banking3.424.2717.129.0646.15




Sheet1

Sheet2

0000000000

MCB

Alfalah

Habib

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0

0

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8

24

44

13

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0

0

0

0

0

0

0

0

0

0

0

0

0

30.47

15.63

19.53

3.13

3.91

7.81

1.56

0.78

0.78

4.69

2.34

1.56

1.56

0.78

1.56

1.56

00

00

Yes

No

Did you like it?

Children

3.337.514.1737.537.5

9.411.1125.6428.2125.64

10.8315152039.17

3.424.2717.129.0646.15

12.825.9822.2228.2130.77

6.846.8420.5126.539.32

Least Preferred

Less Preferred

Indifferent

Preferred

Most Preferred

_1146143095.xlsChart1

30.47

15.63

19.53

3.13

3.91

7.81

1.56

0.78

0.78

4.69

2.34

1.56

1.56

0.78

1.56

1.56

Sheet1

Yes59.29

No40.71

More Then Two Years20

More Then Three Years20

More Than Five Years41.6


MCB30.47

Alfalah15.63

Habib19.53

Citi3.13

ABN3.91

UBL7.81

NBP1.56

First Women0.78

PICIC0.78


Askari2.34

Union1.56

Kasab1.56

Allied0.78

Faisal1.56

Punjab1.56

Prime2.34

b4u2.33

AXN0.58

Yes

Yes36


Children5814622220

Other324628002

816618

54124612

9038321640

15 - 19

Yes18

No1020 - 2425-3031-3536-4041-5051-6061-6565 or over

24221444220

20281026002








Sheet1

0

0

Sheet2

0

0

0

0

0

0

Sheet3

0000000000

MCB

Alfalah

Habib

Citi

ABN

UBL

NBP

First Women

PICIC

Standard Chartered

Reasons

Percentage

24

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

1

1

1.03

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44

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Did you like it?

Children

00000

00000

00000

00000

00000

00000

Least Preferred

Less Preferred

Indifferent

Preferred

Most Preferred

_1146228372.xlsChart1

27463

18361

Indifferent546Indifferent

222124

454205

Strongly Disagree

Disagree

Indifferent

Agree

Strongly Agree

Evening Banking

Lower charges convince to switch

Sheet1

Strongly DisagreeDisagreeIndifferentAgreeStrongly Agree

Least Preferred27463

Less Preferred18361

Indifferent546

Preferred222124


Sheet1

00000

00000

00000

00000

00000

Least Preferred

Less Preferred

Indifferent

Preferred

Most Preferred


Switch to bank offering no service charges

Sheet2

00000

00000

00000

00000

00000

Strongly Disagree

Disagree

Indifferent

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Strongly Agree

Evening Banking

Lower charges convince to switch

Sheet3

_1146228525.xlsChart2

Least Preferred1Least Preferred2Least Preferred

Less PreferredLess PreferredLess PreferredLess Preferred1

Indifferent215Indifferent

2814176

43172410

Strongly Disagree

Disagree

Indifferent

Agree

Strongly Agree

Better Service

Changing from one bank to another

Sheet1


Least Preferred12

Less Preferred1

Indifferent215

Preferred2814176


Sheet1

00000

00000

00000

00000

00000

Least Preferred

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Indifferent

Preferred

Most Preferred



Sheet2

00000

00000

00000

00000

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Strongly Disagree

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Strongly Agree

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Changing from one bank to another

Sheet3

_1146148756.xlsChart3

3.337.514.1737.537.5

9.411.1125.6428.2125.64

10.8315152039.17

3.424.2717.129.0646.15

12.825.9822.2228.2130.77

6.846.8420.5126.539.32

Least Preferred

Less Preferred

Indifferent

Preferred

Most Preferred

Sheet1

Less Than One Year8.8

More Than One Year9.6

More Then Two Years20

More Then Three Years20

More Than Five Years41.6


MCB39

Alfalah20

Habib25

Citi4

ABN5

UBL10

NBP2

First Women1

PICIC1

Standard Chartered6

Askari3

Union2

Kasab2

Allied1

Faisal2

Punjab2

Prime3

b4u2.33

AXN0.58

Yes

Yes36


Children5814622220

Other324628002

816618

54124612

9038321640

15 - 19

Yes18

No1020 - 2425-3031-3536-4041-5051-6061-6565 or over

24221444220

20281026002








Sheet1

0

0

0

0

0

Sheet2

0

0

0

0

0

0

Sheet3

0000000000

MCB

Alfalah

Habib

Citi

ABN

UBL

NBP

First Women

PICIC

Standard Chartered

Reasons

Percentage

24

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

1

1

1.03

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4

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24

44

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Did you like it?

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00000

00000

00000

00000

00000

00000

Least Preferred

Less Preferred

Indifferent

Preferred

Most Preferred

_1146227878.xlsChart3

Least Preferred115Least Preferred

21Less Preferred31

Indifferent38103

137126

22101317

Strongly Disagree

Disagree

Indifferent

Agree

Strongly Agree



Sheet1


Least Preferred115

Less Preferred2131

Indifferent38103

Preferred137126


Sheet1

00000

00000

00000

00000

00000

Least Preferred

Less Preferred

Indifferent

Preferred

Most Preferred



Sheet2

00000

00000

00000

00000

00000

Strongly Disagree

Disagree

Indifferent

Agree

Strongly Agree



Sheet3

_1146141040.xlsChart1

2.42

12.1

49.19

36.29

Sheet1

Secondary2.42

Intermediate12.1

Graduation49.19

Masters36.29

Once a month26.83

Twice a month13.82

Thrice a month1.63

Once a year0.81

Never1.63


30.47

MCB15.63

Alfalah19.53

Habib3.13

Citi3.91

ABN7.81

UBL1.56

NBP0.78

First Women0.78

PICIC4.69


Askari1.56

Union1.56

Kasab0.78

Allied1.56

Faisal1.56

Punjab2.34

Prime2.33

b4u0.58

AXN

Yes

36


No5814622220

Children324628002

Other816618

54124612

9038321640

15 - 19

18

Yes1020 - 2425-3031-3536-4041-5051-6061-6565 or over

No24221444220

20281026002


3.337.514.1737.537.5



Evening Banking3.424.2717.129.0646.15




Sheet1

Sheet2

0000000000

MCB

Alfalah

Habib

Citi

ABN

UBL

NBP

First Women

PICIC

Standard Chartered

Reasons

Percentage

24

Sheet3

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

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1

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24

44

13

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0

0

0

0

0

0

0

0

0

0

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0

30.47

15.63

19.53

3.13

3.91

7.81

1.56

0.78

0.78

4.69

2.34

1.56

1.56

0.78

1.56

1.56

00

00

Yes

No

Did you like it?

Children

3.337.514.1737.537.5

9.411.1125.6428.2125.64

10.8315152039.17

3.424.2717.129.0646.15

12.825.9822.2228.2130.77

6.846.8420.5126.539.32

Least Preferred

Less Preferred

Indifferent

Preferred

Most Preferred

_1146141464.xlsChart1

15.93

33.63

18.58

15.04

7.96

4.42

2.65

1.77

Sheet1

Below 10,00015.93

10,000 - 19,99933.63

20,000 - 29,99918.58

30,000 - 39,99915.04

40,000 - 49,9997.96

50,000 - 59,9994.42

80,000 - 100,0002.65

Above 100,0001.77

Never1.63


30.47

MCB15.63

Alfalah19.53

Habib3.13

Citi3.91

ABN7.81

UBL1.56

NBP0.78

First Women0.78

PICIC4.69


Askari1.56

Union1.56

Kasab0.78

Allied1.56

Faisal1.56

Punjab2.34

Prime2.33

b4u0.58

AXN

Yes

36


No5814622220

Children324628002

Other816618

54124612

9038321640

15 - 19

18

Yes1020 - 2425-3031-3536-4041-5051-6061-6565 or over

No24221444220

20281026002


3.337.514.1737.537.5



Evening Banking3.424.2717.129.0646.15




Sheet1

Sheet2

0000000000

MCB

Alfalah

Habib

Citi

ABN

UBL

NBP

First Women

PICIC

Standard Chartered

Reasons

Percentage

24

Sheet3

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

1

1

1.03

5

4

8

24

44

13

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

30.47

15.63

19.53

3.13

3.91

7.81

1.56

0.78

0.78

4.69

2.34

1.56

1.56

0.78

1.56

1.56

00

00

Yes

No

Did you like it?

Children

3.337.514.1737.537.5

9.411.1125.6428.2125.64

10.8315152039.17

3.424.2717.129.0646.15

12.825.9822.2228.2130.77

6.846.8420.5126.539.32

Least Preferred

Less Preferred

Indifferent

Preferred

Most Preferred

_1146140520.xlsChart2

75.63

5.88

18.49

Sheet1

Yes75.63

No5.88

Not Sure18.49

Brochures6.38

Word of Mouth1.06

Twice a month13.82

Thrice a month1.63

Once a year0.81

Never1.63


30.47

MCB15.63

Alfalah19.53

Habib3.13

Citi3.91

ABN7.81

UBL1.56

NBP0.78

First Women0.78

PICIC4.69


Askari1.56

Union1.56

Kasab0.78

Allied1.56

Faisal1.56

Punjab2.34

Prime2.33

b4u0.58

AXN

Yes

36


No5814622220

Children324628002

Other816618

54124612

9038321640

15 - 19

18

Yes1020 - 2425-3031-3536-4041-5051-6061-6565 or over

No24221444220

20281026002


3.337.514.1737.537.5



Evening Banking3.424.2717.129.0646.15




Sheet1

Sheet2

0000000000

MCB

Alfalah

Habib

Citi

ABN

UBL

NBP

First Women

PICIC

Standard Chartered

Reasons

Percentage

24

Sheet3

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

1

1

1.03

5

4

8

24

44

13

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

30.47

15.63

19.53

3.13

3.91

7.81

1.56

0.78

0.78

4.69

2.34

1.56

1.56

0.78

1.56

1.56

00

00

Yes

No

Did you like it?

Children

3.337.514.1737.537.5

9.411.1125.6428.2125.64

10.8315152039.17

3.424.2717.129.0646.15

12.825.9822.2228.2130.77

6.846.8420.5126.539.32

Least Preferred

Less Preferred

Indifferent

Preferred

Most Preferred

_1146140793.xlsChart1

10.57

23.58

19.51

1.63

26.83

13.82

1.63

0.81

Sheet1

18 - 2410.57

25 - 3023.58

31 - 3519.51

36 - 401.63

41 - 5026.83

51 - 6013.82

61 - 651.63

65 or Over0.81

Never1.63


30.47

MCB15.63

Alfalah19.53

Habib3.13

Citi3.91

ABN7.81

UBL1.56

NBP0.78

First Women0.78

PICIC4.69


Askari1.56

Union1.56

Kasab0.78

Allied1.56

Faisal1.56

Punjab2.34

Prime2.33

b4u0.58

AXN

Yes

36


No5814622220

Children324628002

Other816618

54124612

9038321640

15 - 19

18

Yes1020 - 2425-3031-3536-4041-5051-6061-6565 or over

No24221444220

20281026002


3.337.514.1737.537.5



Evening Banking3.424.2717.129.0646.15




Sheet1

Sheet2

0000000000

MCB

Alfalah

Habib

Citi

ABN

UBL

NBP

First Women

PICIC

Standard Chartered

Reasons

Percentage

24

Sheet3

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

1

1

1.03

5

4

8

24

44

13

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

30.47

15.63

19.53

3.13

3.91

7.81

1.56

0.78

0.78

4.69

2.34

1.56

1.56

0.78

1.56

1.56

00

00

Yes

No

Did you like it?

Children

3.337.514.1737.537.5

9.411.1125.6428.2125.64

10.8315152039.17

3.424.2717.129.0646.15

12.825.9822.2228.2130.77

6.846.8420.5126.539.32

Least Preferred

Less Preferred

Indifferent

Preferred

Most Preferred

_1146140376.xlsChart1

58.51

7.45

26.6

6.38

1.06

Sheet1

News Paper58.51

Billboards7.45

Television26.6

Brochures6.38

Word of Mouth1.06

Twice a month13.82

Thrice a month1.63

Once a year0.81

Never1.63


30.47

MCB15.63

Alfalah19.53

Habib3.13

Citi3.91

ABN7.81

UBL1.56

NBP0.78

First Women0.78

PICIC4.69


Askari1.56

Union1.56

Kasab0.78

Allied1.56

Faisal1.56

Punjab2.34

Prime2.33

b4u0.58

AXN

Yes

36


No5814622220

Children324628002

Other816618

54124612

9038321640

15 - 19

18

Yes1020 - 2425-3031-3536-4041-5051-6061-6565 or over

No24221444220

20281026002


3.337.514.1737.537.5



Evening Banking3.424.2717.129.0646.15




Sheet1

Sheet2

0000000000

MCB

Alfalah

Habib

Citi

ABN

UBL

NBP

First Women

PICIC

Standard Chartered

Reasons

Percentage

24

Sheet3

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

1

1

1.03

5

4

8

24

44

13

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

30.47

15.63

19.53

3.13

3.91

7.81

1.56

0.78

0.78

4.69

2.34

1.56

1.56

0.78

1.56

1.56

00

00

Yes

No

Did you like it?

Children

3.337.514.1737.537.5

9.411.1125.6428.2125.64

10.8315152039.17

3.424.2717.129.0646.15

12.825.9822.2228.2130.77

6.846.8420.5126.539.32

Least Preferred

Less Preferred

Indifferent

Preferred

Most Preferred

_1146138601.xlsChart7

4.24

15.25

20.34

39.83

20.34

Sheet1


Disagree15.25

Indifferent20.34

Agree39.83

Strongly Agree20.34


MCB30.47

Alfalah15.63

Habib19.53

Citi3.13

ABN3.91

UBL7.81

NBP1.56

First Women0.78

PICIC0.78


Askari2.34

Union1.56

Kasab1.56

Allied0.78

Faisal1.56

Punjab1.56

Prime2.34

b4u2.33

AXN0.58

Yes

Yes36


Children5814622220

Other324628002

816618

54124612

9038321640

15 - 19

Yes18

No1020 - 2425-3031-3536-4041-5051-6061-6565 or over

24221444220

20281026002








Sheet1

0

0

0

0

0

Sheet2

0

0

0

0

0

0

Sheet3

0000000000

MCB

Alfalah

Habib

Citi

ABN

UBL

NBP

First Women

PICIC

Standard Chartered

Reasons

Percentage

24

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

1

1

1.03

5

4

8

24

44

13

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

00

00

Yes

No

Did you like it?

Children

00000

00000

00000

00000

00000

00000

Least Preferred

Less Preferred

Indifferent

Preferred

Most Preferred

_1146138910.xlsChart9

5.08

24.58

23.73

24.58

22.03

Sheet1


Disagree24.58

Indifferent23.73

Agree24.58

Strongly Agree22.03


MCB30.47

Alfalah15.63

Habib19.53

Citi3.13

ABN3.91

UBL7.81

NBP1.56

First Women0.78

PICIC0.78


Askari2.34

Union1.56

Kasab1.56

Allied0.78

Faisal1.56

Punjab1.56

Prime2.34

b4u2.33

AXN0.58

Yes

Yes36


Children5814622220

Other324628002

816618

54124612

9038321640

15 - 19

Yes18

No1020 - 2425-3031-3536-4041-5051-6061-6565 or over

24221444220

20281026002








Sheet1

0

0

0

0

0

Sheet2

0

0

0

0

0

0

Sheet3

0000000000

MCB

Alfalah

Habib

Citi

ABN

UBL

NBP

First Women

PICIC

Standard Chartered

Reasons

Percentage

24

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

1

1

1.03

5

4

8

24

44

13

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

00

00

Yes

No

Did you like it?

Children

00000

00000

00000

00000

00000

00000

Least Preferred

Less Preferred

Indifferent

Preferred

Most Preferred

_1146139867.xlsChart10

10.57

23.58

19.51

1.63

26.83

13.82

1.63

0.81

1.63

Sheet1

Daily10.57

Once a week23.58

Twice a week19.51

Thrice a week1.63

Once a month26.83

Twice a month13.82

Thrice a month1.63

Once a year0.81

Never1.63


30.47

MCB15.63

Alfalah19.53

Habib3.13

Citi3.91

ABN7.81

UBL1.56

NBP0.78

First Women0.78

PICIC4.69


Askari1.56

Union1.56

Kasab0.78

Allied1.56

Faisal1.56

Punjab2.34

Prime2.33

b4u0.58

AXN

Yes

36


No5814622220

Children324628002

Other816618

54124612

9038321640

15 - 19

18

Yes1020 - 2425-3031-3536-4041-5051-6061-6565 or over

No24221444220

20281026002


3.337.514.1737.537.5



Evening Banking3.424.2717.129.0646.15




Sheet1

Sheet2

Sheet3

MCB

Alfalah

Habib

Citi

ABN

UBL

NBP

First Women

PICIC

Standard Chartered

Reasons

Percentage

24

30.47

15.63

19.53

3.13

3.91

7.81

1.56

0.78

0.78

4.69

2.34

1.56

1.56

0.78

1.56

1.56

2.34

1

1

1.03

5

4

8

24

44

13

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

30.47

15.63

19.53

3.13

3.91

7.81

1.56

0.78

0.78

4.69

2.34

1.56

1.56

0.78

1.56

1.56

3658

1832

Yes

No

Did you like it?

Children

3.337.514.1737.537.5

9.411.1125.6428.2125.64

10.8315152039.17

3.424.2717.129.0646.15

12.825.9822.2228.2130.77

6.846.8420.5126.539.32

Least Preferred

Less Preferred

Indifferent

Preferred

Most Preferred

_1146138735.xlsChart8

5.04

9.24

21.85

38.66

25.21

Sheet1


Disagree9.24

Indifferent21.85

Agree38.66

Strongly Agree25.21


MCB30.47

Alfalah15.63

Habib19.53

Citi3.13

ABN3.91

UBL7.81

NBP1.56

First Women0.78

PICIC0.78


Askari2.34

Union1.56

Kasab1.56

Allied0.78

Faisal1.56

Punjab1.56

Prime2.34

b4u2.33

AXN0.58

Yes

Yes36


Children5814622220

Other324628002

816618

54124612

9038321640

15 - 19

Yes18

No1020 - 2425-3031-3536-4041-5051-6061-6565 or over

24221444220

20281026002








Sheet1

0

0

0

0

0

Sheet2

0

0

0

0

0

0

Sheet3

0000000000

MCB

Alfalah

Habib

Citi

ABN

UBL

NBP

First Women

PICIC

Standard Chartered

Reasons

Percentage

24

0

0

0

0

0

0

0

0

0

0

0

0

Documents

Research Report - Banking Services & Consumer Loyalty