The Perception of Consumers towards the Utility Stores versus the Brand Stores in Islamabad

Abstract

HBL is the most important Bank in country established in 1941 having a registered head office in Karachi. HBL established operations in Pakistan in 1947 and moved its head office to Karachi. The first branch of HBL started functioning on 30th August, 1941 at Muhammad Ali Road Bombay, where Quaid-e-Azam Muhammad Ali Jinnah first of all opened his personal account.

I had the opportunity of working in the HBL Branch Risalpur and learned working in a challenging and professional environment.

During the course of my internship, following analysis was carried out which includes Company’s Analysis, Environmental Analysis, Industry and Market Analysis, Competitor analysis and Technological analysis.

It was found that HBL’s major competitors are MCB, NBP, ABL, Bank Al- Falah, etc and their major market share is 32%.

HBL’s key to success is knowing their customers and their needs. Their products and services are structured to improve the quality of lives of all segments of society. Service quality standards are designed and monitored to ensure consistent and convenient customer experience. HBL has invested heavily in Technology and continues to focus on developing software capable of delivering and meeting with consumer requirements.

The bank has been committed to the use of technology and automation to improve both customer services and productivity. The company is continuously focusing on the use of new technologies to improve service quality.