Intern Report on Standard Chartered Bank - Free Essay Example

1. 0 Introduction 1. 1 Origin of the report The BBA internship program is a required course for the students who are graduating from the School of Business of Independent University, Bangladesh. It is a 12 credit hour course with duration of 14 weeks. Students who have completed all the required courses (at least 114 credit hours) are eligible for this course. In the internship program, I was attached to a host organization Standard Chartered Grindlays Bank for 14 weeks. During this period I learned how the host organization works with the help of the internal supervisor. The internal supervisor assigned me on of the projects. Another project about the customer query frequency is assigned by my supervisor in SCG bank. The report on â€Å"SCG’s Online Service: Customers Query Frequency and Satisfaction† is prepared by the author and finally, submitted to the internal supervisor on April 30, 2002. 1. 2 Objective of the report 1. 2. 1 General objective †¢ To gain p ractical job experiences and view the application of theoretical knowledge in the real life. 1. 2. 2 Project objective †¢ To know Standard Chartered Grindlays customers’ different queries regarding cards by using bank’s current online service. To know Standard Chartered Grindlays customers’ view on bank’s current level of online services quality and standards. †¢ To suggest ways of improving the service standard that accommodates a rapidly growing customer volume. 1. 3 Scope This study attempts to relate the growing customer base with the standard of online service as perceived by customers. The study is mainly done on perception of the customer of the Standard Chartered Grindlays. Most of the primary information has been collected through the tabulation work and a questionnaire survey and also through Card Division, Motijheel branch of Standard Chartered Grindlays Bank. The author was cautious to relate the experience with that of other sale s and service center of Standard Chartered Grindlays through observation. This study briefly highlights the various customer services of Standard Chartered Grindlays. 1. 4 Methodology This study is based on both primary and secondary information. To know the customer query patters tabulation sheet work was done for 15 days. And to know the customers’ perception about the current online service provided by Standard Chartered Grindlays and its quality, a questionnaire has been constructed and a survey has been conducted. The research was conducted on April 2002 through sample survey. The survey was conducted in Card Service at Motijheel branch of Standard Chartered Grindlays. Information from the bank personnel was gathered through informal discussion. In addition, the author used some secondary data, too. To consummate the survey the following steps were followed: 1. 4. 1 Selection of sampling The sample was selected randomly so that no question of bias would exist. The ban k provided the author a random credit card holders list to conduct the survey. In this way, each sample was selected for the present study. And for the tabulation work the CSA’s followed a MIS tabulation sheet to trace the calling frequency of the customer. 1. 4. 2 Data collection Method ? Primary source: The data on the perception of the online service quality of Standard Chartered Grindlays was collected from the cooperative respondents through a structured questionnaire. The information on some other services of Standard Chartered Grindlays was collected through informal discussion with several personnel of Standard Chartered Grindlays. And for the query frequency a MIS tabulation sheet was filled up with tally bars for 15 days. Secondary source: The data about the organization and other customer services was collected from some secondary sources like brochures and Standard Chartered Grindlays’s magazine and personnel. 1. 4. 3 Data Analysis Method Data Analysis w as done mostly with the help of Microsoft Excel XP through table and statistical data comparison tools like Average, Standard Deviation, Hypothesized Mean, Z-Test, and multiple regression with T-test and F-test. 1. 5 Limitations ? Lack of comprehension of the respondents was the major problem that created many confusions regarding verification of conceptual question. Limitation of time was one of the most important factors that shortened the present study. Due to time limitation many aspect could not by discussed in the present study. Due to time constraints, the sample size had to be restricted to 50 only. ? Confidentiality of data was another important barrier that was faced during the conduct of this study. Every organization has their own secrecy that in not revealed to others. While collecting data on Standard Chartered Grindlays, personnel did not disclose enough information for the sake of confidentiality of the organization. Rush hours and business was another reason that ac ts as an obstacle while gathering data. ? The finding of the survey is based on customers’ response in different Standard Chartered Grindlays branches located in Dhaka City only. The results may not reflect the same for other branches of Standard Chartered Grindlays outside Dhaka. 1. 6 Abbreviation Abbreviations used throughout the report are as follows: SCGStandard Chartered Grindlays SCGBStandard Chartered Grindlays Bank ANZ ANZ Grindlays Bank HSBCHong Kong Sunghai Bank AMEXAmerican Express Bank CSACustomer Service Advisor MIS Management Information System CCCredit Card C/HCard Holder PINPersonal Identification Number SSC Sales and Service center ATM Automated Teller Machine PFS Personal Financial Service EMIEquated Monthly Installment LCLetter of Credit NGONon-Government Organization 1. 7 Report Preview The report contains five parts. Part one is the Introduction part, which includes objective of the report, scope, limitations, and methodology. Part two the Organization al part gives the idea about Standard Chartered Grindlays Bank’s historical background, different divisions, banking services specially the card services of SCG bank. Third part contains Working Report that mainly discusses about the author’s experience during his 3 months internship with the Bank. Fourth part, the project part explains the main study about the customers’ query frequency to use online and the satisfaction on the present level of online service standard of SCG including research, literature review and hypothesis development. The fifth part contains the author’s point of view and some conclusions and recommendations to ensure their quality service. 2. 0 Organization part 2. 1 Historical Background SCGB has a rich historical background as both Chartered Bank and Standard Bank. Standard Chartered Grindlays Group formed in 1969 through a merger of The Standard Bank founded in 1863 and The Standard Bank founded in 1853. The first branches of The Chartered Bank opened in April 1858 in Calcutta (Kolkata) and Bombay (Mumbai). At present SCGB (former Standard Chartered Grindlays) is the largest and oldest foreign commercial bank operating in Bangladesh. This bank is operating in this region since 1905. It opened its first branch at Narayanganj to invest in Jute sector. Until today, SCGB has 15 branches in Dhaka, Chittagong, Khulna, Sylhet, Narayanganj and Bogra of Bangladesh. In May 2000, Standard Chartered Grindlays has acquired Standard Chartered Grindlays through a deal of US $ 2. 53 billion in cash. From August 1, 2000, the bank has been renamed as Standard Chartered Grindlays Bank. Until September 2002, both Standard Chartered Grindlays and Standard Chartered Grindlays will operate under the same management but as separate entities. With effect from September 2002, there would not be any Grindlays- only Standard Chartered Grindlays Bank. 2. 2 Banking Services: There are two types of service provided by the St andard Chartered Grindlays Bank. 1) Business or Corporate Financial Services 2) Retail or Consumer Financial Services. 2. 2. 1 Business/Corporate Banking of SCGB It is very true that major contribution to the bank’s equity has been from business banking sector. It provides several types of services under business banking (Figure 6). As Figure 6 shows, SCGB offers corporate banking facilities to both local corporate and multinationals. Besides, it also provides commercial, Institutional, Quasi Government or Correspondence and Treasury banking facilities. Figure 2. 1 Business Banking of SCGB [pic] Source: Corporate Banking, SCGB 2. 2. 1. 1 Corporate Banking SCGB is recognized as the leading financial institution in corporate finance services in Bangladesh. A professional management team caters to the needs of its clients and provides them with a wide range of financial services some of which are project financing and investment consultancy, syndicated debt and equity, bond a nd guaranties, local and international treasury products. 2. 2. 1. 2 Institutional Banking SCGB’s this service is designed for different fund based organizations like donor agencies, NGOs, voluntary organizations, foreign missions, airlines, shipping lines and their personnel with the facilities like convertible and non-convertible current accounts, convertible taka accounts, which are freely convertible to major international currencies, local and foreign currency remittances through a large network of branches and correspondence. 2. 2. 1. 3 Commercial Banking SCGB offers different commercial banking facilities to all commercial concerns specially those with particular involvement with import and export finance. It provides the finance facilities like trade finance facilities including counseling, confirming export L/CS, and issue of import L/CS backed by its international branch and correspondent network. It also provides bonds and guarantees, investment advice, leasi ng facilities, project finance opportunities. 2. 2. 1. 4 Quasi Government Banking SCGB’s Quasi Government service helps the government by providing different financial service like efficient and knowledgeable management of trade business (import and export), skills in barter, swaps and counter trade deals. In addition, the opportunity of debenture finance for new projects, possibilities of hard currency loans and lease deals, the opportunity of syndicated hard currency, financing of loans and import L/C, highly efficient account management and remittance handling within the country or aboard. 2. 2. 1. 5 Treasury Banking SCGB’s treasury is one of the leading treasuries that offers foreign exchange requirements, provides market commentaries, economic forecasts and advisory to its major corporate clients. To keep its customers up-to –date with what is happening in the money markets, SCGB has ‘Weekly Treasury Updates’. . 2. 2 Retail Banking or Consum er Banking Services: The services of PFS and Card Services are known as Retail banking or Consumer Banking. Retail banking deals with the providing the bank services to individuals on a one-to-one basis. 2. 2. 2. 1 Personal Banking Services of SCGB SCGB (former ANZ) started its personal banking services in March 1992. Besides usual deposit services, consumer finance services of SCGB have been most popular. This section of report discusses all these personal banking services provided by SCGB. 2. 2. 2. 1. Deposit Services SCGB has the deposit services for its customers. SCGB’s deposit services are shown in the following figure: Figure 2. 2 Deposit Services of SCGB [pic] Source: SCGB’s Official Document 2. 2. 2. 1. 2 Consumer Finance SCGB first introduced consumer finance in Bangladesh and until today, they are the market leader. It has varieties in financing its retail customers with innovative products. These include different types of credit and savings schemes shown b elow in the Figure. Figure 2. 3 Scheme offered under consumer finance of SCGB pic] Source: External affairs division, SCGB 2. 2. 2. 1. 3 Locker Facilities SCGB’s locker service allows the customers to keep their valuable in a safe and secure place and access the same at convenient times. These strong and heat resistant steel lockers lodged in reinforced concrete steel vault, round the clock security guards, sophisticated anti- burglary alarm systems provide maximum protection to the valuables of customers. 2. 2. 2. 1. 4 Government Bonds Like other banks, SCGB provides its customers with bond services. Three types of government bonds are available with the bank. These bonds are sold and related accounts are maintained according to the already established procedures. 2. 2. 2. 2 SCGB’s Card Services Personal banking and business banking of SCGB, though these two are the major functions of any commercial bank, a description of SCGB’s customer services will not be complete without a discussion on its card services. In fact, SCGB is the pioneer in the card services of Bangladesh. This section of the report discusses different care services of SCGB. 2. 2. 2. 2. 1 Credit Card A credit card is a revolving loan facility, which can be used to purchase goods and services and withdraw cash at wide range of outlets. SCGB first introduced the Taka credit card in Bangladesh. Its credit card division offers both Silver Visa Card and Gold Master Card. 2. 2. 2. 2. 2 Benefits of Credit Card A SCGB credit card offers a wide range of benefits like: ? A minimum credit limit of Tk 10 thousands for Silver and Tk 1 lac for Gold Card. ? Free air travel death accident insurance Tk 5 lac for Gold, Tk 1 lac for Silver Card ? Convenient way of payment for purchase Maximum of 45 days free credit period ? Flexible and easy repayment options ? Credit can be used in over 3000 retail and service outlets around the country. ? 50% cash advances of the credit limit from 2 5 ATMs, 24 hours a day or from any sales and service center of the bank during office hour. ? No need to carry cash anymore. ? 24 hours customer service over phone. ? One lifetime free supplementary card. ? Minimum 7% discounts in good restaurants in Dhaka, Chittagong and Shylet. ? Paying credit card bill through ATM machines. 2. 2. 2. 2. 3 Eligibility to Get a Card. For getting a credit card customers have to fulfill two conditions. These are: †¢ Card applicant should be aged between 21 and 70 years he/she should have a regular gross monthly income of Taka 10 thousand for Silver Card and Taka 55 thousand of above for Gold Card after tax. The detailed information about the documents is given in the table below: Figure 2. 4 Required Documents for credit card Of SCGB Source: Card Service, SCGB 2. 2. 2. 2. 4 Repayment of Credit Amount SCGB offers its customers with the option to repay the credit amount according to their convenience. Every month bank sends a statement contai ns details of the purchases and cash advances made by the customer in the last 30 days. Then the customers have two options: ? Pay the bill in full within 15 days from statement date. In this case, customers do not have to pay any interest charge for purchases. In case of failure of payment within 45 days, customers have to pay an interest at the rate of 2. 5 percent over the total credit amount and a late payment fee. ? Spread the repayment over a number of months while repaying the bank 10 percent of the outstanding balance in the statement or Taka 500 (whichever is greater) every month. . 2. 2. 2. 5 SCGB Access Card SCGB offers its customers with SCGB Access Card, which allows the customers a 24 hours access SCGB Night and Day banks by providing the services like cash withdrawals, statement requests, balance enquiries, funds transfer between the accounts. Banks issue the customers with a four digit Personal Identification Number (PIN) at the time of issuing the Access Card. Custo mers need to enter their PIN every time they use their cards. For security reasons, maximum transaction is Taka 20000 once and you can withdraw many times in a day. SCGB, the pioneer of card services in the country, has achieved a huge success. SCGB has achieved a sharp growth rate in both Silver Visa Card and SCGB Access card and a steady growth rate in Gold Master Card over last three years. SCGB has approximately 52000 cardholders in the year 2002. 2. 2. 2. 3 Special Services Offered by SCGB 2. 2. 2. 3. 1 SCGB Link SCGB Link enables the customers to access the bank accounts from any places through their personal computer. Balance inquiry, account transfer are the main two facilities taken by the customers. 2. 2. 2. 3. 2 SCGB Cheq This service enables SCGB’s corporate customers to automate their cheque payments. It is offered to facilitate preparation, printing, recording, and reconciliation of SCGB’s cheque. 2. 2. 2. 3. 3 Tele-Banking SCGB’s Tele-Bankin g service provides customers the opportunity to make inquires and service request to the bank over telephone. It supports account balance inquiries, transaction details, exchange rates, interest details, balance certificates, issue of chequebooks, issue of pay order and issue of drafts, advice of stop payments, lost chequebooks and change of address. . 2. 2. 3. 4 Mobile Banking SCGB’s Mobile Bank units are designed to bring banking service to customers doorsteps. It enables the customers to complete their daily banking without visiting the bank. 2. 2. 2. 3. 5 Any Branch Banking SCGB offers its customers with the facility of operating their bank accounts from any of its sales and service centers across the county. This enables customers to meet their countrywide banking needs out of one single account. 2. 2. 2. 3. 6 Premium Banking SCGB provides its top 5 percent clients with premium banking facilities. These 5 percent customers are determined depending on their amount of d eposits in the bank. They receive special treatments from the bank in various banking services; every one of them is issued with a premium Banking Card. Each branch has a separate premium banking section where these cardholders receive quick and specialized service. 2. 2. 2. 3. 7 SCGB Courier SCGB has its own courier service to collect from and delivery documents. 2. 2. 2. 3. 8 International Network Service SCGB has an easy access to international network through its banking correspondence. The bank offers different facilities like trade finance facilities including advising, confirming exports L/Cs and issue of import L/Cs backed by international sales and service center of the bank and correspondent bank network. , bonds and guarantees. It also offers its foreign correspondent customers with current account services where taka settlement is necessary, the ability to issue bonds and guarantees in support of their customer’s business, advising of LC and negotiation documen ts, market intelligence and status report. 2. 2. 2. 3.. 9 Access Account SCGB has recently launched its latest product, the Access Account, which is a non-chequing savings account. It has been designed to give customers the benefit of day-to-day banking through its ATM network. 3. 0 Working report 3. 1 Introduction During my three months of work experience with Standard Chartered Grindlays Bank on my internship program, I was placed in the Card Service, Motijheel Branch. I joined the program in February 1, 2002. This branch is the main Card Sales and Service Center of Standard Chartered Grindlays Bank as a result I have gathered an important experience of handling a lot of customers in last three months. . 2 Organization Structure of Card Service of Motijheel Branch In this Card Service, the head of consumer banking holds the topmost position in the hierarchy, as the card service falls under the consumer banking. Then the head of cards holds the second position with 6 subordinate managers. Lastly, some officers are working under these managers. The internal communication among the Bank officials in this branch is supportive. Often, they have very informal discussion about different issues. Figure 3. 1 Organizational Structure of Card Service Division [pic] Source: Card Service Division . 3 Description of My Task Areas In Standard Chartered Grindlays, my main task was to handle customer over phone, which helped me to gain practical experience on handling different type of customers. This has definitely enriched my practical experience and united to theoretical knowledge. 3. 3. 1 Tasks I performed in Standard Chartered Grindlays, Motijheel Branch 3. 3. 1. 1 Online Customer Service for Credit Card With Credit Card, one can obtain and deposit credit card payments and purchase goods and services 24 hours a day, 7 days a week, and 365 days a year. The ATM night and day service is used by the holders of VISA and Master Credit cards of Standard Chartered Grindla ys bank. To access the credit card a customer must have his or her confidential PIN (Personal Identification Number). So when the cardholder faces problem in using the CC, he or she calls to our call-center and ask for the solution, and we try our level best to help the CC over phone. 3. 3. 1. 1. 1 Hands-on Experience It was a great learning experience for me to hear the problem and giving the solution to the CC over phone. Everyday I faced a lot of problems like card activation, authorization, lost card report, captured card in ATM, balance and payment enquiry, address change and a lot more and gave the solutions to the customers instantly. Handling customers over phone and convincing them with a right solution was really a great experience that will help me in near future regarding customer service. 3. 3. 1. 1. 2 Observation It is my personal observation that everyday a lot of customers call us to solve their problem and the customer feel very confident if we can provide the pr ompt and right solution. Sometimes they get angry when we fail to solve their problem. So handling customers over phone is a bit challenging and I had many things to learn in the last three months. 3. 3. 1. 2 Other Task Areas ? Delivering different types of forms regarding credit card and helping the customers to fill those forms. ? Preparing the credit card complaint sheet and card activation regularly. ? Providing card numbers to the courier for sending the returned card, pin or other required documents. ? Giving authorization code to the merchants to complete the transaction. Giving advises to the customers regarding the proper use of the cc. 3. 4 Interaction with different levels of bank officials Except from the usual works I had interactions with the managers, officers and my colleagues. 3. 41 Interaction with the Managers In last three months I had attended in a training session and some lecturers were given by the managers. Beside this many I had informal discussions with the managers regarding my problem in handling customers, my mistakes and also about my report. The managers were very much helpful regarding my problems and other situations. . 42 Interaction with the officers One of the important tasks of the officers is to give some manual inputs into the main system regarding the transaction of the credit card. I used to give the card lists and the complaints of the customers regarding the transaction. 3. 043 Interaction with Colleague Under the direction of managers, and officers of card service, my colleagues and I used to handle customer complaints and provide necessary solutions over phone log the problems in complaint sheet and provide other service regarding cards. 3. 5 Challenges of work Standard Chartered Grindlays being an International Bank has a very friendly and helpful working environment. Being an intern the most challenging work for me was to perform my daily job properly. I had to be very sincere and alert while serving custom er as any mistake done by me could do a great harm to the bank and its reputation. The work environment at Standard Chartered Grindlays always provided me with challenge to improve my performance everyday. I was trained to interact with sophisticated customers and to follow bank’s procedures accordingly. 3. 6 Learning Experience I have learned that when the internal communication is effective among the employees within the organization, it tends to encourage employees to perform better and it automatically motivates the employees. †¢ I learned the importance of detailed data to be gathered from customer while opening a credit card. The validity and the accuracy of the details given offer help the bank in providing fast service. †¢ I also learned about the latest payment system or about the credit card which is a great knowledge for my near future. †¢ I learned to work in a group and how to contribute positively to the objective of the group. Standard Charter ed has a practice of teamwork in almost each of its specific task. Working in different groups in different time helped me improve my communication skill. †¢ Interacting with customers and the techniques applied to deal customers over phone also helped me improve my communication skill. †¢ I learned that the perception and knowledge I gained from my Business School is of extreme importance. It made me confident, knowledgeable and open minded to new ideas and situation. This may be the reason that I found no problem to work in an absorbing work environment of Standard Chartered Grindlays. . 0 The Research Part 4. 1 Background of the research Standard Chartered Grindlays Bank has widened its credit card customer base in recent years. Again it has also merged with ANZ Grindlays bank. So, the number of customers has grown rapidly due to this merger and continuous marketing effort. Above all the bank’s success in acquiring a broader credit card customer base has created a serious problem in providing the usual fast service that this bank was repute for. A very common sight of SCG these days is continuous customer query over phone. However, infrastructural facilities of the bank to respond to these calls have not been expanded to match the increasing demand. The number of phone lines or the CSA’s and PC has not been increased in proportion to its rising customers. As a result it became a matter of concern for management that whether the bank will be able to maintain its distinctive reputation as a quality service provider or not. On the other hand the reaction of the customers to the banks current standard of service must also be taken into account before it continues to widen its customer base more. Thus, whether or not the bank is continuing its quality service with its booming customer base and the customers’ frequency of using online service and opinion about bank’s current online service standard has become a matter o f interest to the bank’s credit card service department. 4. 2 Problem Statement 1 As already mentioned that the number of credit card holders are increasing day by day, but the bank’s resources are not increasing in that pace. So, it has become a great issue to provide the same service like before and to maintain the service quality for which SCG bank is reputed for. Proper utilization of the existing system could be a better alternative than increasing the resources. If findings prove that the existing system is properly utilized but still some new resources are needed than necessary steps could be taken at that point of time. So due to that reason my external supervisor of SCG bank has asked the author to work with the present situation of customer usage of the existing online system and to find out some useful and necessary findings about the existing system. On that perception the author has developed my first research topic that is: Research 1: Analyzing onl ine queries by CC Holders. By analyzing the online queries the effort has been made to find out how frequently the credit card holders are taking the online service. From this frequency of the customers’ queries, the usage of the existing online service can easily be discovered. Another important finding will come out that is whether the existing resources are properly utilized or not. And some other valuable information will be revealed that will help the card service department to take necessary steps for the proper usage and improvement of the existing online system. 4. Problem Statement 2 Another very important thing is that, proper utilization of the existing resources always cannot make the customer satisfied. Due to other important factors at the end of the day some companies find its customers dissatisfied. As the author said that it is a very important concern of the bank to see whether their customers are satisfied or not with their existing services. As a statistic al saying goes like that – â€Å"It is 5 times more difficult to get a new customer than retaining a customer†. So, proper and constant quality service is needed to make the customer satisfied. The author was very much curious about finding the present customer satisfaction regarding the online credit card customer service as it became a challenging issue to continue the quality service to its booming customer base. So, on that perception the author has developed his second research topic that is: Research 2: Evaluating online customer service quality of the credit card as perceived by CC holders. From the above discussion it is very clear that the present customer satisfaction regarding the online customer service regarding credit card has become a very important issue for SCG credit card service department. Here the author has tried to find out the present satisfaction level and the perception of the customer regarding online customer service regarding credit c ard. 5. 0 Literature Review and Hypothesis Development 5. 1 Literature review for research-1 5. 1. 1 Online Customer Service of Credit card Generally online service means providing service to the customer from anywhere in the world. But here the author shortened that wide range of service as SCG bank doesn’t have any international credit card. Here, the author wanted to indicate the customer credit card service over phone as online service regardless from where the customer is calling to the service center. The SCG bank is providing this online service to the credit card holders from a long time. It also can be said that as the bank is maintaining a data base connected to the main server of Dubai, and the service it is providing to its card holders is based on that database information the term online service can be used here to define that service. So in a gist the service over phone regarding the credit card is defined as the online service of SCG bank. . 1. 2 Customer Q uery It is now very clear that online service of SCGB provides the information and necessary solutions to the credit card holders whenever a card holder calls to the call center. Everyday many card holders call to the call centre and ask for the information and solution related to their credit card. This is defined as customer query. 5. 1. 3 Different types of customer queries As the author has already said that the credit card holders call to the call center regarding their card problem. So here the author tried to mention the common problems in the following way: 5. 1. 3. 1 Address Change Due to the change in the address, the C/H calls in the call centre to change the old address in the database. 5. 1. 3. 2 Application Status Sometimes people call to the call center to know about the status of their application for the credit card. 5. 1. 3. 3 ATM Problem The ATM card holder as well as the credit card holder calls to the call center when they face problem using ATM machine. 5. 1 . 3. 4 Authorization Authorization is needed when the card holder pays his or bill by the credit card in the goods or service centers. In this process the shop keeper calls us to give him a code to accept the transaction of the credit card. 5. 1. 3. Balance Enquiry It is very common that the card holder calls to know the current balance about his credit card account. 5. 1. 3. 6 Campaign related Sometimes new marketing campaign takes place and that’s why the card holders and new customers call to the call center to know about the campaign. 5. 1. 3. 7 Card Activation Normally the SCG Bank send a deactivate card to the card holders for the security purpose. So the card holders call to the call center to activate the card. 5. 1. 3. 8 Card Cancellation Call for card cancellation is very rare and the card holder only calls to cancel the credit card due to some problem or dissatisfaction. . 1. 3. 9 Card problem Card holders sometimes face some card problems like magnetic stripe prob lem, wrong name embossed in the card and other problems, and that is why they sometimes take the online service 5. 1. 3. 10 Cash Advance The cardholders can withdraw cash from the ATM machine by using the PIN number. But sometimes they withdraw cash from the branch and at that time the branch people calls to the call center for the authorization code for the valid cash transaction like shops. 5. 1. 3. 11 Disputed Transaction Sometimes C/H calls for correcting the transaction of the credit card that has not taken place. . 1. 3. 12 Delivery/ Courier Problem From the beginning SCG bank has been using its personal courier service for the better and quick delivery of its necessary documents. Due to some reasons sometimes the cardholders do not get the documents regarding the credit card. Then they take the help of the online service and ask to solve that problem. 5. 1. 3. 13 Fee/Charges Waving Request Another very common problem for which the C/H takes the help of the online service that is the extra fee or charges waving request that is charged and the C/H is not liable to pay that. 5. 1. 3. 14 Limit enhancement After using the card for using 6 months the C/H can apply for the enhancement of their credit limit and it takes 3 to 4 weeks to verify that application. So during this time the cardholder takes the help of online service to know the status of his limit enhance process. Again some C/H wants to know the procedure regarding the limit enhancement. 5. 1. 3. 15 Lost Card Pick pocketing is a very common accident and sometimes the C/H faces this problem that his or her credit card has stolen. So they call in the call center to take necessary action for this problem. 5. 1. 3. 16 Merchant Related The shopkeepers who use our credit card punching machine to provide the credit card payment facility to its customers sometimes face problems regarding their payment and machine. For this reason they take the help of our online customer service. 5. 1. 3. 17 Online Do wn The online machine for taking the payment by credit card sometimes do malfunctions and for that reason the merchant complain and inform the bank by calling in the online customer service. 5. 1. 3. 18 Payment Related Sometimes the C/H faces problem regarding the payment and for that they take the SCG online service. 5. 1. 3. 9 Pin Problem Pin is a secured number that is provided to use the credit card in the ATM machine. Sometimes C/H forgets the PIN; sometimes they do not get the PIN and faces lot more problems regarding PIN number. Then they take the online service. 5. 1. 3. 20 Product Related Queries Especially new cardholders do this kind of queries over phone to know how to use the credit card and its other features. 5. 1. 3. 21 Replacement Problem For the lost card, expired card, problematic card the C/H wants the replacement of the existing credit card and for this reason sometimes they take the service. . 1. 3. 22 Reverse Authorization Reverse authorization takes place whe n the merchant wants to cancel the previous transaction. So they call and ask for the reverse authorization through the existing online service. 5. 1. 3. 23 Statement Related Problem Cardholders sometime do queries regarding their statement that the bank sends them as a summary of their transaction in a particular month. 5. 1. 3. 24 Others Other calls like personal calls, wrong numbers, and calls to know other information other than card takes place in a working day. Based on these different types of customer query the author developed a tabulation sheet to know the customer present query pattern and frequency of taking the help by using existing online credit card service. 5. 2 Literature review for research-2 5. 2. 1 Customer Satisfaction Customer satisfaction is really hard to define as many factors have a great influence on it. With the help of a research paper the author has developed a diagram related to customer satisfaction. WHAT IS CUSTOMER SATISFACTION Performance Expe cted Dissatisfaction Performance = Expected Satisfaction Performance Expected Delight . 2. 1. 1 Factors influencing customer satisfaction As already mentioned that, there are many factors that influence the customer satisfaction. The factors are given below with the help of a diagram: 5. 2. 1. 1. 1 Service Quality and its Dimensions Service quality is one of the important factors that influence customer satisfaction. Researchers and managers of service firms concur that service quality involves a comparison of expectations with performance. According to Lewis and Booms â€Å"Service quality is a measure of how well the service level delivered matches customer expectations. Delivering quality service means confirming to customer expectations on a consistent basis†. This service quality has some dimensions that are presented in a diagram beside: So, by this diagram the author tried to show the 7 dimensions of service quality and they are reliability, responsiveness, assuran ce, empathy, tangibles, access and lastly courtesy. Based on these dimensions the author has developed the questionnaire and tried to find out the present service quality that is perceived by the customer of the credit card. 5. 3 Hypotheses Development Hypothesis, from statistics point of view are assumptions or theories that a researcher or manager makes about some characteristics of the population under study. The intern used the above mentioned constructs to develop hypothesis for the customer satisfaction of the online service. 5. 3. 1 Research-1 In doing research-1, no hypothesis was developed, as it was a tabulation of the customer queries in a particular. In this research the author has emphasized on the findings only. 5. 3. 2 Hypothesis Statement-1 and Constructive / Conceptual Definitions of the constructs The author has used a research paper that was done on customer satisfaction as reference for the second research, and has found out 7 dimensions to measure service quality (as mentioned in literature review). So, the author developed 6 hypothesis statements by leaving one dimension tangible as this dimension has a very little importance in online credit card customer service. So the 6 hypothesis statements are developed as follows: 5. 3. 2. 1 Reliability Reliability is the ability to perform the promised service dependably and accurately. So the hypothesis is as follows 1. a) If reliability is greater than 3, the customers are satisfied. ) If reliability is greater than 3. 5, the customers are very satisfied. 5. 3. 2. 2 Responsiveness Responsiveness is the willingness to help customers and provide prompt service. So the hypothesis is follows 2. a) If responsiveness is greater than 3, the customers are satisfied. b) If responsiveness is greater than 3. 5, the customers are very satisfied. 5. 3. 2. 3 Assurance Assurance can be defined as the knowledge and courtesy of employees and their ability to convey trust and confidence. 3. a) If assurance is greater than 3, the customers are satisfied. b) If assurance is greater than 3. 5, the customers are very satisfied. . 3. 2. 4 Empathy Empathy is the caring, individual attention that a firm provides its customers. So the hypothesis is follows 4. a) If empathy is greater than 3, the customers are satisfied. b) If empathy is greater than 3. 5, the customers are very satisfied. 5. 3. 2. 5 Tangibles Tangibles include the physical facilities, equipment, and appearance of personnel of a service provided by an organization. As it is quite irrelevant with the study, it is ignored. 5. 3. 2. 6 Access Access involves the approachability and ease to contact for getting the service whenever the customer needs the service. So the hypothesis is follows . a) If access is greater than 3, the customers are satisfied. b) If access is greater than 3. 5, the customers are very satisfied. 5. 3. 2. 7 Courtesy Courtesy involves politeness, respect, consideration, and friendliness of contact personnel o f a service system. So the hypothesis is follows 6. a) If courtesy is greater than 3, the customers are satisfied. b) If courtesy is greater than 3. 5, the customers are very satisfied. All the satisfaction factors averaged value will be tested with the following hypothesis to test overall satisfaction. 7. a) If the average satisfaction is greater than 3, the customers are atisfied. b) If average satisfaction is greater than 3. 5, the customers are very satisfied. 5. 3. 3 Operational Definitions The operational definitions of the dimensions or the constructs are given below: 5. 3. 3. 1 Reliability †¢ Providing service as promised †¢ Dependability in handling customers’ service problems †¢ Providing services right the first time. †¢ Providing services at the promised time. †¢ Maintaining all of free records accurately. 5. 3. 3. 2 Responsiveness †¢ Keeping customers’ informed as to when services will be performed †¢ Prompt service to cu stomers ( sending bill ) Willingness to help customers ( calling back) †¢ Readiness to respond to cutomers’ requests 5. 3. 3. 3 Assurance †¢ Employees who instill confidance in customers †¢ Making customers feel safe in their transactions †¢ Employees who are consistently courteous. †¢ Employees who have the knowledge to answer customer questions. †¢ Physical Safety 5. 3. 3. 4 Empathy †¢ Giving customers individual attention †¢ Employees who deal with customers’ in a caring fashion ( recognising regular customer) †¢ Having the customer’s best interest at heart. †¢ Employees who understand the need of their customers †¢ Convenient business hours. . 3. 3. 5 Tangibles †¢ Modern equipment †¢ Visually apealing facilities (plastic credit card) †¢ Employees who have a real, professional appearance †¢ Visually appealing materials associated with the service. 5. 3. 3. 6 Access †¢ The service is easily accessible by telephone ( lines are not busy and don’t put you on hold) †¢ Waiting time to receive service is not expensive †¢ Convenient time of operation †¢ Convenient location of service facility 5. 3. 3. 7 Courtesy †¢ Politeness, respect, consideration and freindliness †¢ Clean and neat appearance of public contact personnel. †¢ Consideration for the consumer’s property. . 4 Hypothesis Development (Null Hypothesis and Alternative Hypothesis) In the hypothesis statement part the author has mentioned about 6 hypothesis statements and from those statements the author has developed â€Å"Null Hypothesis (Ho), and â€Å"Alternative Hypothesis (Ha)† for each statement. Null hypothesis is the statement that the researcher wants to prove untrue and Alternative Hypothesis is the statement that the researcher wants to prove to be true. They are mentioned as follows: 1. a) If reliability is greater than 3, the customers are sati sfied. Null HypothesisHo ( 3. 0 b) If reliability is greater than 3. , the customers are very satisfied. Null HypothesisHo ( 3. 5 2. a) If responsiveness is greater than 3, the customers are satisfied. Null HypothesisHo ( 3. 0 b) If responsiveness is greater than 3. 5, the customers are very satisfied. Null HypothesisHo ( 3. 5 3. a) If assurance is greater than 3, the customers are satisfied. Null HypothesisHo ( 3. 0 b) If assurance is greater than 3. 5, the customers are very satisfied. Null HypothesisHo ( 3. 5 4. a) If empathy is greater than 3, the customers are satisfied. Null HypothesisHo ( 3. 0 b) If empathy is greater than 3. 5, the customers are very satisfied. Null HypothesisHo ( 3. 5 5. a) If access is greater than 3, the customers are satisfied. Null HypothesisHo ( 3. 0 b) If access is greater than 3. 5, the customers are very satisfied. Null HypothesisHo ( 3. 5 6. a) If courtesy is greater than 3, the customers are satisfied. Null HypothesisHo ( 3. 0 b) If courtesy is greater than 3. 5, the customers are very satisfied. Null HypothesisHo ( 3. 5 7. a) If average satisfaction is greater than 3, the customers are satisfied. Null HypothesisHo ( 3. 0 b) If average satisfaction is greater than 3. 5, the customers are very satisfied. Null HypothesisHo ( 3. 5. 5 Questionnaire Development For the first research part a tabulation sheet has been developed based on the different customer queries and a sample of that tabulation sheet is given in the appendix part of this report. Again for the second research, based on the operational definition of the constructs a questionnaire has been developed and a sample is given in the appendix-b part of this report. 5. 6 Methodology The developed hypothesis has been tested with the help of Z-test and regression. Microsoft Excel XP and SPSS 11. 0 these two software were used to do these tests. 5. 7 Limitations Many other statistical tools could be used but due to time constraints and lack of knowledge it was not don e. And other few scopes of going in depth of the collected data were not possible for the same reason. The software complexity was another reason for not doing the complex calculation of the collected data. 6. 0 Data Analysis 6. 1 Findings of the customer query tabulation To know the customers’ query frequency of online service of credit card provided by SCG, a tabulation sheet has been developed and followed for 15 days. After analyzing those sheets, different information have been found and discussed in this part. . 1. 1 Customer query variation As the intern mentioned that normally 24 types of customer query comes everyday in the online service. So, he analyzed those problems based on holidays and workings days. 6. 1. 1. 1 Customer queries in holiday Here, a graph below is given to visualize the customer query type in the holiday Figure 6. 1 Customer Query Type in Holidays Source: Primary Source Here, it is clear that authorization (79%), balance enquiry (9%), card activat ion (4%), payment related queries (2%) and others (2%) are the main customer queries in holidays. 6. 1. 1. 2 Customer queries in working day Here, a graph below is given to visualize the customer query type in the working day. Figure 6. 2 Customer Query Type in Working days Source: Primary Source Here, it is clear that authorization (50%), balance enquiry (13%), card activation (9%), cash advance(5%), application status(4%), limit enhancement(2%), merchant related (2%), others(2%), payment related queries (2%), pin problem (2%), and ATM problem(2%) are the main customer queries in the holidays. 6. 1. 1. 3 Customer queries in general Here, a graph below is given to visualize the customer query type in general. Figure 6. 3 Customer Query Type in General Source: Primary Source Here, it is clear that authorization (54%), balance enquiry (12%), card activation (9%), cash advance(4%), application status(4%), limit enhancement(2%), merchant related (2%), others(2%) are the main custo mer queries in the general. 6. 1. 1. 4 Analysis of the findings Here, we can see that in comparison to holidays more problems like cash advance, application status, limit enhancement, merchant, payment, ATM, and pin related problem came up, because these problems can be solved in the working days. And in general authorization, balance enquiry, card activation, cash advance, application status, limit enhancement, merchant related, and others are the common queries faced in online service. 6. 1. 2 Customer query frequency Here, the intern wanted to find out the customer calling frequency in different time slots of the day. It is very true that customer doesn’t call all the day. So, in some particular time slot they call in the online service and ask for the solution. So in the next session the intern tried to find out the calling frequency based on holiday, working day and in general. . 1. 2. 1 Customer query frequency in holiday Here, a graph below is given to visualize the customer query frequency in the holiday Figure 6. 4 Customer Query frequency in Holidays Source: Primary Source Here, from the pie chart it is very clear that 19% of the total call occurs from 7pm to 9pm, 17% occurs from 5pm to 7pm, 15% occurs in 3pm to 5pm and 11am to 1pm and 11% occurs in 1pm to 3pm time slot. Others are low in comparison to these rush time slots. 6. 1. 2. 2 Customer query frequency in working day Here, a graph below is given to visualize the customer query frequency in the working day. Figure 6. 5 Customer Query frequency in Working days Source: Primary Source Here, from the pie chart it is very clear that 19% of the total call occurs from 7pm to 9pm, 17% occurs from 5pm to 7pm, 15% occurs in 3pm to 5pm and 11am to 1pm and 11% occurs in 1pm to 3pm time slot. Others are low in comparison to these rush time slots. 6. 1. 2. 3 Customer query frequency in general Here, a graph below is given to visualize the customer query frequency in general. Figure 6. Customer Query frequencies in general Source: Primary Source Here, from the pie chart it is very clear that 19% of the total call occurs from 7pm to 9pm, 17% occurs from 5pm to 7pm, 15% occurs in 3pm to 5pm and 11am to 1pm and 11% occurs in 1pm to 3pm time slot. Others are low in comparison to these rush time slots. 6. 1. 2. 4 Analysis of the findings In holidays till 11am and 1pm -3pm calls are low, as this is the rest time. But from 11am to 1pm and from 3pm to till 11pm the calling frequency is very high as the customer goes out and sometimes stay home and solve the problem. But in working days rush hour is from 9am to 9pm. And after 9pm the calling frequency goes down. Customer from the office and their housewives from shopping or home calls up in working days, so the pressure is pretty high. But in general the rush hour is from 9am to 9pm and gradually it decreases and there are hardly few calls during the night after 1pm. In general 3pm to 5pm is the peak time slot. 6. 1. 3 Customer query variation and frequency Here, the intern wanted to find out the customer calling variation and frequency in different time slots of the day. . 1. 3. 1 Customer query frequency and variation in holiday A graph below is given to visualize the customer query frequency and variation in the holiday Figure 6. 7 Customer Query frequency and variation in Holidays Source: Primary Source From the graph we can say that authorization and balance enquiry were the common problem. The others are very less in compare to these two. 6. 1. 3. 2 Customer query frequency and variation in working day A graph is given to visualize the customer query frequency and variation in working day. Figure 6. Customer Query frequency and variation in working days Source: Primary Source From the graph we can say not only authorization and balance enquiry like holiday but also card activation, cash advance, application status, limit enhancement, and others were the common problem. 6. 1. 3. 3 Analysis of the find ings In holidays authorization takes place in every slot of time from morning to night and it reaches to its peak in 3pm to 5pm slot. Problems related to working days like cash advance does not take place. Except authorization and lost card report there is no call after 11pm in holidays. Lost card report is a very irregular phenomenon because nobody knows then it will occur. One important thing is that online machine down in holidays is a big problem for the online service. Now in case of working days the authorization and ATM problem take place in every slot like holidays. Address change, application status, card cancellation, campaign and product related queries, limit enhancement, online down, statement or payment related problem, reverse auth, pin problems very rarely come after 9pm. As branches close at 3pm the cash advance does not take place after that. Mainly authorization, ATM problem, balance enquiry, card activation, and lost card report are the main problems that c ome in the SCG online service round the clock. 6. 3 Hypothesis Testing Many hypothesis-testing techniques are there, such as t-test, chi-square test, ANOVA and so on. In this report the author has selected â€Å"z-test†, the most common and applicable on to test his hypotheses. 6. 3. 1 Calculation of value of Z The author has calculated the value of â€Å"z† for the z-test and all the values are given in a tabular form in the index. 6. 3. 2 Hypothesis testing for reliability Here the intern first tried to test whether the customers are very satisfied or normal satisfied. If he got the result that, the customers are not very satisfied then he tried to test whether the customers are satisfied or not. 1. b) If reliability is greater than or equal to 3. 5, the customers are very satisfied. Null HypothesisHo ( 3. 5 |Factor Average of Reliability |3. 82 | |Factor Standard Deviation of Reliability |0. 6 | |Hypothesized Mean for Reliability |3. 50 | |Z-Score |3. 49 | |Z-Cri tical |3. 68 | From the table it is very clear that z-score is less than z-critical and it falls in the acceptance region. So here the null hypothesis is accepted by rejecting the alternative hypothesis. As the customers are not very satisfied he looked for the satisfied customer. 1. ) If reliability is greater than or equal to 3, the customers are satisfied. Null HypothesisHo ( 3. 0 |Factor Average of Reliability |3. 82 | |Factor Standard Deviation of Reliability |0. 66 | |Hypothesized Mean for Reliability |3. 00 | |Z-Score |8. 6 | |Z-Critical |3. 18 | From the table it is very clear that z-score is greater than z-critical and it falls in the rejection region. So here the null hypothesis is rejected by accepting the alternative hypothesis. So he found that the customers are satisfied. Explanation of the finding Here we saw that the customers are not very satisfied. And in the findings of the survey (Appendix-A) we can see that only 14% strongly agreed that they are getting promised service, 16% strongly agreed about service at the first call and getting service in promised time. One thing is remarkably noticeable that 52% strongly agreed about getting the accurate information. Only providing accurate information rather than providing first call, promised service will not highly satisfy customer. 6. 3. 3 Hypothesis testing for responsiveness 2. b) If responsiveness is greater than or equal to 3. 5, the customers are very satisfied. Null HypothesisHo ( 3. 5 |Factor Average of Responsiveness |3. 89 | |Factor Standard Deviation of Responsiveness |0. 8 | |Hypothesized Mean for Responsiveness |3. 50 | |Z-Score |4. 07 | |Z-Critical |3. 69 | From the table it is very clear that z-score is greater than z-critical and it falls in the rejection region. So here the null hypothesis is rejected by accepting the alternative hypothesis. So he found that the customers are very satisfied. As the customers are very satisfied the intern didn’t go for testing the 2. a no hypothesis for average satisfied customer. Explanation of the finding Here we saw that the customers are very satisfied. According to the survey findings (appendix-a) customers’ 58% strongly agree response about our helping tendency is a remarkable response. And average 50% agree response regarding prompt service, prepared service, and service performed time made hem very satisfied. 6. 3. 4 Hypothesis testing for assurance 3. b) If assurance is greater than or equal to 3. 5, the customers are very satisfied. Null HypothesisHo ( 3. 5 |Factor Average of Assurance |4. 25 | |Factor Standard Deviation of Assurance |0. 54 | |Hypothesized Mean for Assurance |3. 0 | |Z-Score |9. 92 | |Z-Critical |3. 65 | From the table it is very clear that z-score is greater than z-critical and it falls in the rejection region. So here the null hypothesis is rejected by accepting the alternative hypothesis. So he found that the customers are very satisfied. As the customers are very satisfied t he intern didn’t go for testing the 3. no hypothesis for average satisfied customer. Explanation of the finding Customers’ 66% strongly acceptance (appendix-a) of feeling it as secured system, 34% strongly acceptance of feeling confident by getting service, and 38% strongly acceptance of getting right solution made them very satisfied. 6. 3. 5 Hypothesis testing for empathy 4. b) If empathy is greater than or equal to 3. 5, the customers are very satisfied. Null HypothesisHo ( 3. 5 |Factor Average of Empathy |4. 9 | |Factor Standard Deviation of Empathy |0. 47 | |Hypothesized Mean for Empathy |3. 50 | |Z-Score |10. 28 | |Z-Critical |3. 63 | From the table it is very clear that z-score is greater than z-critical and it falls in the rejection region. So here the null hypothesis is rejected by accepting the alternative hypothesis. So he found that the customers are very satisfied. As the customers are very satisfied the intern didn’t go for testing the 4. a no h ypothesis for average satisfied customer. Explanation of the finding Customers’ 50% strongly acceptance (appendix-a) of feeling that we understand their problem, 42% strongly acceptance of feeling our caring made them very satisfied. . 3. 6 Hypothesis testing for accessibility 5. a) If access is greater than or equal to 3, the customers are satisfied. Null HypothesisHo ( 3. 0 |Factor Average of Accessibility |3. 02 | |Factor Standard Deviation of Accessibility |0. 44 | |Hypothesized Mean for Accessibility |3. 0 | |Z-Score |0. 24 | |Z-Critical |3. 12 | From the table it is very clear that z-score is very less than z-critical and it falls in the acceptance region. So here the null hypothesis is accepted by rejecting the alternative hypothesis. So he found that the customers are not satisfied in this regard. Explanation of the finding Customers’ 82% strongly negative response (appendix-a) of getting the phone free at the first time, only 30% strong positive response fe eling the service expensive, and only 24% strong response about the satisfactory access made them dissatisfied. 6. 3. 7 Hypothesis testing for courteousness 6. b) If courtesy is greater than or equal to 3. 5, the customers are very satisfied. Null HypothesisHo ( 3. 5 |Factor Average of Courteousness |4. 33 | |Factor Standard Deviation of Courteousness |0. 3 | |Hypothesized Mean for Courteousness |3. 50 | |Z-Score |9. 23 | |Z-Critical |3. 68 | From the table it is very clear that z-score is greater than z-critical and it falls in the rejection region. So here the null hypothesis is rejected by accepting the alternative hypothesis. So he found that the customers are very satisfied. As the customers are very satisfied the intern didn’t go for testing the 6. a no hypothesis for average satisfied customer. Explanation of the finding Customers’ 52% strongly positive response (appendix-a) of our politeness over phone, 50% strong response of thinking us helpful, 42% strong response that greeted warmly and lastly 44% strong response of getting satisfactory behavior over phone made them very satisfied. 6. . 8 Hypothesis testing for average satisfaction 7. b) If average satisfaction is greater than or equal to 3. 5, the customers are very satisfied. Null HypothesisHo ( 3. 5 |Factor Average of Overall Satisfaction |4. 14 | |Factor Standard Deviation of Overall Satisfaction |0. 68 | |Hypothesized Mean for Overall Satisfaction |3. 0 | |Z-Score |6. 68 | |Z-Critical |3. 69 | From the table it is very clear that z-score is greater than z-critical and it falls in the rejection region. So here the null hypothesis is rejected by accepting the alternative hypothesis. So he found that the customers are very satisfied. As the customers are very satisfied the intern didn’t go for testing the 7. no hypothesis for average satisfied customer. Explanation of the finding So at the end of the last hypothesis test we found that the customers are very satisfied though they are not highly satisfied. Satisfaction in reliability, very much satisfaction in responsiveness, assurance, empathy, and courteousness made them very satisfied. 6. 3. 9 Multiple Linear Regression (R2) A multiple linear regression calculation is done and described below. Normally regression is done to analyze how a single dependent variable is affected by the values of one or more independent variables. 0. 445297(m6) |0. 233849(m5) |0. 272201(m4) |-0. 08952(m3) |0. 146248(m2) |0. 320827(m1) |-1. 04632 (b) | |0. 117393(se6) |0. 138357(se5) |0. 162251(se4) |0. 145013(se3) |0. 114264(se2) |0. 133686(se1) |0. 708944(seb) | |0. 683417(r2) |0. 407187(sev) |#N/A |#N/A |#N/A |#N/A |#N/A | |15. 709(F) |43(df) |#N/A |#N/A |#N/A |#N/A |#N/A | |15. 39055(ssreg) |7. 129448(ssresid) |#N/A |#N/A |#N/A |#N/A |#N/A |

Essay Writing Tips - 3 Essay Writing Tips

Article Writing Tips - 3 Essay Writing TipsWriting a paper is something that numerous understudies battle with. Fortunately it isn't hard to compose an exposition in the event that you have the correct methodology. You can get familiar with article composing with these three tips.Start your exposition by presenting the subject. This is done in two different ways. To begin with, let the presentation be brief. Second, keep it brief however complete. Ensure that the presentation contains data that will make the peruser keen on the remainder of the essay.Write the presentation toward the start of the exposition. Make certain to have some data to show the peruser why they should peruse on. Make certain to incorporate a genuine objective for the peruser to move in the direction of as well.Once you have begun the presentation, you should proceed with the paper by composing your decision. This ought to incorporate data that will make the peruser progress in the direction of your objective. M ake certain to incorporate a potential arrangement or an option in contrast to your decision. For instance, in the event that you decide to discover an answer for your determination, you may give a proof to your decision. Remember this, this is one reason why numerous understudies don't complete their essays.Finish the paper with an end. This ought to be in the paper. For instance, on the off chance that you composed a presentation, at that point your decision ought to be the center of the presentation. Ensure that this passage is brief however complete. This is the last piece of the article and it is the most significant part. Take as much time as necessary to compose a ground-breaking end to your essay.Finally, close the exposition with a motivation behind why you think your paper was acceptable. Make certain to keep your decision short and to the point. Ensure that the explanation that you need the peruser to peruse the remainder of the article is convincing. On the off chance th at you don't have a remark regarding why you feel your paper was acceptable, simply consider the article a misuse of time.In request to compose a decent exposition, you have to work on composing. There are a lot of assets online that can enable you to rehearse. Only a couple of them incorporate composing tests and free sites. Make certain to exploit the assets that are advertised. Study and practice are critical to figuring out how to compose an essay.When you compose a paper, you will find that you will compose all the more regularly. Figure out how to compose an article pte test to assist you with composing a compelling paper.

What Does Essay Samples Informative Mean?

<h1>What Does Essay Samples Informative Mean? </h1> <h2> New Step by Step Roadmap for Essay Samples Informative </h2> <p>Informative paper composing is a workmanship which each understudy should ace. Or maybe, it's an outline of insight and learning, as of now introduced. Starting an everyday practice of awesome groundwork for tests and respectable schoolwork propensities will let your kid handle the test time frame better. Diagrams and other estimating devices may be utilized if important to gracefully a genuine and quantifiable assessment of the circumstance.</p> <p>It's additionally helpful to realize how to convey information in a spotless and brief manner. Fortunately, you may consistently download an educational model and get proficient about its structure and key abilities. To discover access to an example, you should do the resulting. 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<h1>Pay For College Research Papers - How To Prepare Before You Begin</h1><p>The most ideal approach to pay for school look into papers is to begin early. Try not to linger, discover what you need to concentrate in school, and start composing your papers now.</p><p></p><p>What are some acceptable wellsprings of cash for school investigate papers? Indeed, numerous understudies will go to their folks, grandparents, or even compensation for part of the costs themselves. The most ideal approach to discover what sort of education cost will be secured by your folks or budgetary guide bundle is to ask them yourself.</p><p></p><p>Some understudies will even search for awards, grants, and government credits to pay for school investigate papers. Numerous colleges give out research paper awards, just as grants for minority understudies, global understudies, and understudies from hindered foundations. Set aside the effort to take a gander at every one of these conceivable outcomes and choose which one will work best for you.</p><p></p><p>Other understudies might be qualified for the Pell Grant, which is accessible for understudies who don't fit the bill for some other awards or grants. The Pell Grant is a one-time award for low-salary understudies, normally full-time understudies, who are seeking after a degree at a four-year college or school. You can apply for this grant when you apply for school, and you can exploit the financing from this grant to pay for school investigate papers.</p><p></p><p>Many understudies will decide to take on an entry level position while they are going to class, for example, working in a library or as an exploration right hand for a research center or office. This temporary position gives an incredible chance to get extra work understanding while at the same time finding out about school explore papers.</p><p></p> ;<p>It is imperative to get a decent comprehension of your accounts before you choose which alternative is directly for you. Converse with your folks, grandparents, or your family doctor about which school explore papers awards would work best for you.</p><p></p><p>If you are moving in the direction of a degree so as to win a more significant compensation and better possibilities for the future, it is critical to be arranged and instructed about how to start paying for school inquire about papers. Because an understudy is working low maintenance while considering, doesn't imply that they can't set aside cash for school look into papers. For whatever length of time that they are in the money related situation to gain a more significant compensation later on, it is essential to proceed to spare and pay for school papers.</p>

Financial Accounting Theory Paper Topics

Financial Accounting Theory Paper TopicsBefore starting a career in finance, you need to understand the Financial Accounting Theory Paper Topics before applying for entry level finance jobs. The fundamental of financial accounting is that there are many aspects of transactions or activities that require an accounting entry. Those activities can be categorized into three basic types: those involved in selling products or services, those involved in purchasing those products or services and those involving only in income from investments. Some of the most important Accounting Theory Paper Topics involve the type of transactions or activities that require the implementation of different accounting entries.The first type of transaction that will be discussed is the 'contingent' transaction in which no money changes hands until the transaction is completed. For example, the buyer of a product would deposit the cash they want to buy the product and the seller would give them the product. A t the time of the sale, both parties would post the agreed upon amount of cash for the product. The seller's account would be a 'contingent' account while the buyer's account would be a 'contingent' account. There are several ways in which the money of the buyer and the seller can change hands including the exchange of cash, a loan or a debit.Another example of financial accounting is that of the 'intrinsic' account in which an asset is sold in order to obtain an income. In this case, the income would be the difference between the selling price and the original purchase price. The financial accounting theory paper topics do not cover the dividend because it is a payment for the purchase of the capital stock. In addition, the dividend is only paid on the assets that have been issued. After all, the companies will not issue additional stocks.Financial accounting also covers the net amount that is earned by the corporation. This is known as 'net income' and this income is not limited t o the amount that is paid in dividends. In other words, all profits that the corporation has earned are considered part of the corporation's net income.All companies must have a corporate ledger and all corporations should have one financial accounting theory paper topic. This is where the corporations can keep track of how much money has been earned or lost in the company. A small business corporation will usually have a ledger separate from the business accounts. Also, the small business ledger will have a separate class for corporate assets and liabilities and a separate class for cash flow statement accounting entries.The small business accounts can also have a separate class for the balance sheet accounting entry. A balance sheet entry should be made when a certain transaction has been made. The balance sheet entry would be made when the amount of the transaction that is being entered into the book has been paid and/or recorded. Other types of accounting entries that can be mad e are the line item, balance sheet entry, cash flow statement entry and the statement of cash position.The books of accounts that are used for the books of accounts of a small business corporation should have a separate class for the ledger and book entries. These entries should be labeled and place in different sections in the books of accounts. If they are not, then a mistake will be made.Finally, the operating statement that is associated with financial accounting has entries for the operating activities. The entries that are being made include revenue recognition, ancillary revenue, costs that are imposed by ancillary activities, revenues from a sales transaction, tax expenses, deferred tax assets and liabilities and net income from continuing operations. The operating statement is not required to be provided when beginning a career in finance, but is required by most large corporations. It is also required by most companies that have more than one division.

Funny Classification Essay Topics

<h1>Funny Classification Essay Topics</h1><p>Although you can't utilize a title with each satire grouping article theme, utilizing a couple of entertaining characterization paper points is constantly a smart thought. It will assist you with recovering some important connections and will assist your imminent businesses with seeing your polished skill in the profession.</p><p></p><p>You don't need to expound on things that are now notable to a great many people. Any point that has a touch of amusingness in it will be generally welcomed by your crowd. Satire doesn't need to be constrained to whatever has to do with legislative issues or current events.</p><p></p><p>Humor is best utilized when composing for a group of people that is as of now acquainted with what is happening in the paper or with something that has a touch of believability. For instance, an entertaining, arranged exposition subject on the greatest trinket that is known to exist is the ideal decision. You can likewise utilize the subject of wellbeing to incorporate a touch of humor.</p><p></p><p>For model, you can give a straightforward story that depends on a genuine encounter about another item being created. It shouldn't be excessively close to home; only a little funniness can cause the story to appear to be all the more genuine to the crowd. Utilizing a genuine episode is likewise an extraordinary method to get perusers' attention.</p><p></p><p>As you can see, silliness can work with an exposition however the best models depend on obvious human encounters. You can utilize funniness to show a true circumstance that is going on to a standard individual and has a touch of individual effects.</p><p></p><p>There are numerous amusing arrangement article subjects accessible that can be fascinating to expound on. The key is to not turn out to be excessively explicit by they way you depict something. Regardless of whether you need to compose an amusing definition about an item or administration, there is nothing amiss with including an individual story that shows how something works.</p><p></p><p>No matter what theme you pick, you should consider the crowd that will peruse your exposition point. On the off chance that they are much more seasoned, it may be ideal to expound on subjects that are later or possibly a clever tale about something that occurred previously. Make certain to think about this as it will decide how well your thoughts will be received.</p><p></p><p>Funny order paper points are something that is very simple to concoct. You basically need to have a couple of thoughts and a touch of creative mind. When utilizing these thoughts, it is critical to consider the crowd that you are focusing on and the topic of the essay.</p>

Steps to Narrow Essay Topics

<h1>Steps to Narrow Essay Topics</h1><p>Here are a few stages to limit article themes that will assist you with your conceptualizing and creative cycle. They will likewise help you as you experience the creative cycle to guarantee that your point isn't just fascinating yet additionally a solid match for the style of the exposition that you are writing.</p><p></p><p>One of the initial steps to limit article subjects is to do some exploration on the theme. You can utilize web sites and different articles on the theme so as to concoct however many thoughts as could be expected under the circumstances. You can likewise talk with others who have just expounded on the theme. Simply be certain that your examination incorporates more than one idea.</p><p></p><p>The subsequent stage is to take a break from work to get away. Leave some place that has exercises that are enjoyable. When you get back, peruse and rehash your examina tion and write to ensure that it is as yet sounding fascinating. This will assist you with assembling enough plans to take on a test. On the off chance that you don't feel that you have anything to expound on, enjoy a short reprieve and make some great memories with your companions or family.</p><p></p><p>A great technique for conceptualizing is to ask individuals around you what they think would be a decent subject for a paper. Ensure that everybody associated with the discussion concurs that this point is something they might want to expound on. It is likewise a smart thought to record the conversation and play it back in your mind. Thusly you can get everybody's thoughts and their perspectives without rehashing what somebody said.</p><p></p><p>There are a few assets accessible online that can assist you with your means to limit exposition subjects. These incorporate conceptualizing and composing workshops, which you can use for one- on-one instructing or gathering exercises. Check the web for assets, for example, these.</p><p></p><p>The last advance is to plunk down and consider what you need to state. Attempt to think of a subject or a focal thought. At that point expound on what you need to state utilizing the subjects or thoughts that you have recognized. At that point alter the article varying to ensure that everything streams together well.</p><p></p><p>Deciding which subject is best for you to expound on is a significant advance in narrowing your themes. This implies you have to think of something that is intriguing to you. Additionally recollect that the subject of your exposition doesn't need to be expounded on in a specific request. It very well may be a thought that springs up after some time. You can likewise pick points that relate to subjects that you expound on in your own life.</p><p></p><p>The steps to limit exposition subje cts are to consider your inclinations and to expound on them. Utilize the thoughts you concoct as hopping off focuses for the creative cycle. At that point, after you have begun the article composing process, you can change the thoughts and push them ahead as needed.</p>

College App Essay Topics

<h1>College App Essay Topics</h1><p>College App Essay Topics is everywhere throughout the Internet and can be a genuine test for an understudy. The best exhortation I can provide for understudies who need to pro this significant course is to locate the most fascinating themes they can and afterward compose a paper on those points. On the off chance that you are simply learning English language structure and can't think about the themes, you ought to have the option to get by on the off chance that you investigate for points beforehand.</p><p></p><p>The American College sees the accompanying subjects as the most well known. A couple of these points are recorded beneath with a short depiction of each. Before you know it, you will compose your school application paper topic.</p><p></p><p>Many school courses expect understudies to compose an exposition on some sort of proposal. There are different kinds of structures that the understudy must follow contingent upon what theme they wish to expound on. A few themes that I have seen talked about on school courses include: creatures, family connections, religion, history, world occasions, connections, decent variety, gay rights, governmental issues, monetary elements, individual account, human services, wellness, brain research, and recreational exercises. In spite of the fact that there are different themes that you may decide to expound on, the best exhortation is to discover a subject that intrigues you can compose an exposition on.</p><p></p><p>In expansion to the a wide range of points that you can decide to expound on, you likewise need to think about which data you need to remember for your school class. For instance, on the off chance that you need to compose an application article on financial aspects, you might need to investigate your present examination plan. Regardless of whether you are in a class or taking a training test that incorporates financial aspects, it might be useful to know the significant nations on the planet just as the significant nations on the planet. You ought to have the option to pick up data from your present investigations and attract associations with the substance that you might want to discuss.</p><p></p><p>In numerous cases, the possibility of an article must be created through abrainstorming meeting before the beginning of the school course. This permits the understudy to stir up a framework that can turn into the reason for the course all in all. At the point when you need to give your school paper subject thoughts, consistently put some idea into them. Regardless of whether you record your underlying considerations or breath life into the thought through conversations with your educator or companions, the last item will be unique.</p><p></p><p>Speaking of neighborliness, on the off chance that you need to compose an ap plication exposition on world history, you ought to have a few thoughts in your mind about the point. To assist you with this, you might need to go to some online course readings that furnish you with history from any nation on the planet. From perusing these reading material, you will show signs of improvement comprehension of what to expound on in your school course. Remember that you are giving a type of reference when composing the application exposition, so pick themes that will be helpful to you in your future life.</p><p></p><p>After the entirety of the materials have been finished, the following thing that you have to do is to explore the scholastic history of the point that you wish to cover in your school course. Since there are various issues and worries that emerge from any theme, you should start to search for data so as to educate yourself just as the educator or instructor that you are working with. Online reading material are an incredible ass et to use so as to increase chronicled data about the point. Regardless of whether you don't think a lot about the theme, you should even now search for data that is going to make your school course simpler to learn.</p><p></p><p>While a few understudies feel scared by the subject of composing school application paper points, it is significant that understudies pay attention to this course. Figuring out how to compose a school paper will help you in your future undertakings. At the point when you feel great with the procedures that you will use in this course, you will turn out to be progressively certain and viable in your future pursuits.</p>

How to Brainstorm Before Writing an Essay

<h1>How to Brainstorm Before Writing an Essay</h1><p>Are you searching for tips on the most proficient method to conceptualize before composing a paper? The way in to a viable meeting to generate new ideas is to begin by asking yourself what are the primary concerns you need to compose. You would then be able to limit the alternatives and start to concentrate on what kinds of inquiries you need to pose to yourself as you experience your composing process.</p><p></p><p>The initial step to take when you are thinking about how to conceptualize before composing an article is to work out your exposition on paper. Consider the kinds of inquiries you might want to pose to yourself when you are doing your examination. For instance, you might need to solicit yourself what is the subject from your exposition? For this situation, you would need to take a gander at a wide range of subjects and attempt to discover one that identifies with your topic.</ p><p></p><p>There are many intriguing parts of composing an article. It is significant that you consider each part of the exposition as it is being composed. You need to keep it as engaged as could be expected under the circumstances. The objective is to guarantee that you convey your article in the most ideal manner with the goal that your perusers will be satisfied.</p><p></p><p>It is vital that you diagram your creative cycle and blueprint your composing squares. This can assist you with getting increasingly composed and save time so you can concentrate on different parts of your life. Make certain to put aside time every day to spend on your writing.</p><p></p><p>If you are considering how to conceptualize before composing a paper, you will likewise need to begin pondering the completion. Something critical to consider when you are arranging an article is that the peruser should feel that there is an appropriat e consummation of your composed material. Hence, you need to ensure that you can offer a consummation that is satisfying to the reader.</p><p></p><p>Consider that you are expounding on something that you may know next to no about. This is the reason you have to consider any extra data that you might want to incorporate. This will give you more alternatives when you are attempting to end your composing session.</p><p></p><p>One of the things that you will need to do before you compose your paper is to ensure that you have the entirety of your realities and subtleties all set. Attempt to ensure that you have the correct sources. At the point when you comprehend what you are going to state, you will have the option to center better.</p><p></p><p>To figure out how to conceptualize before composing an article, you will need to invest some energy thinking about the kinds of inquiries that you might want to pose to you rself as you are composing. This is an incredible method to place everything into point of view and to have a smart thought of how you will compose your article. Composing with an intention is significant and you will need to recall this when you are composing your next assignment.</p>

A Easy Tip About Topics for Reflective Essay Uncovered

<h1> An Easy Tip About Topics for Reflective Essay Uncovered </h1> <h2> The Lost Secret of Topics for Reflective Essay</h2> <p>Give a short outline of the experience you're thinking about in a way that will leave a peruser hungry for what's inside the rest of the exposition. All in all, the procedure end up being a difficult one that acquainted me with the iterative character of hands on work. To support your thoughtful making aptitudes, you may have an intelligent account. </p> <p>It may be difficult to make a sort out of exposition for the absolute first time. In this sort of circumstance, an intelligent exposition model will be a stunning way out. On the other side, such types of works don't show they're not scholarly. Before you start creating your work, find an exact intelligent exposition definition to realize exactly what you're going to deal with. </p> <h2> Want to Know More About Topics for Reflective Essay?</h2> &l t;p>Reflection is a basic piece of the learning methodology, and now and again you aren't even mindful you do it. Besides, it's essential for you to guarantee you incorporate support subtleties to at last have a brilliant reflection paper. Each paper needs to have an unmistakable objective and the essayist ought to accomplish it by the finish of its consummation. An intelligent paper is tied in with relating a current circumstance with some past occasions. </p> <h2>Ideas, Formulas and Shortcuts for Topics for Reflective Essay </h2> <p>Such assignments expect you frankly and open about feelings, thoughts and occasions to be in a situation to delineate a real image of a character, story or another issue. So there's positively no space for surging and writing in a surge. In spite of the fact that it is hard to keep on keeping your considerations on target when the pen contacts the paper, endeavor to keep an intelligent grouping of your recollections. </p&g t; <h2>The Topics for Reflective Essay Game </h2> <p>Generally, composing an intelligent article doesn't contrast from some other sort of paper. Moreover, an intelligent paper layout will play a basic capacity in making a decent piece of composing. Once in a while, it might be contrasted with a philosophical work. Henceforth, it is a vital assessment strategy in scholastic composition. </p> <h2> The Demise of Topics for Reflective Essay</h2> <p>How you start your exposition is the determiner of whether you're probably going to think about a fabulous paper or not. In such a circumstance, the paper might be known as a perusing reflection exposition. Regardless of whether you're instructed how to make the intelligent paper, you probably won't be in a situation to get a pertinent and captivating subject. It's very conceivable a representation article may support you. </p> <p>When composing an intelligent paper, there are a couple of things you should keep away from. Our expert gathering of journalists knows superbly what is expected to create an incredible intelligent exposition. </p> <h2> Ruthless Topics for Reflective Essay Strategies Exploited</h2> <p>Any educator will diminish your evaluations in the occasion the paper comprises of huge amounts of errors, syntax and lexical missteps, and parcels various defects. Underneath you'll run into all around thought headings on making up an extraordinary intelligent paper. For instance, such articles use individual pronouns because of the primary individual viewpoint. Regularly an intelligent article is constrained to 400-600 words, and that implies you should place every one of your musings into a predetermined number of images. </p> <p>A intelligent paper may take different arrangements dependent on the crowd. The choice of your intelligent article should be the completing touch that brings the whole piece of composing together pleasantly. The run of the mill structure utilized for introduction of an intelligent paper is regularly the journal design. You can find an assortment of tests that are reasonable for whatever kind of article you need to compose on the web. </p> <p>Also, intelligent expositions rely upon an individual's basic reasoning capacities. Utilize a first-individual account as it is increasingly reasonable to contact an individual, intelligent tone. Consequently, composing stays one of unquestionably the most gainful techniques for correspondence. Remember that the paper should give perusers a brief look into your tendency and ability to deal with and adjust to one of a kind conditions. </p> <h2> The Chronicles of Topics for Reflective Essay</h2> <p>Many scholarly composing has precisely the same basic rules, intelligent papers notwithstanding. Besides, references structure an immaterial p iece of intelligent articles because of learning the writer's musings on a particular work. There are different instances of reflections that you may use in encryption of your intelligent exposition. </p> <p>There aren't any official standards for organizing intelligent works in an uncommon manner. Because of the advanced innovation, there are different assets on the web where you're ready to gain admittance to intelligent paper models. Thusly, the ability to think basically impacts the gauge of the sentiment exposition for the explanation that it characterizes an individual's ability to relate hypothetical standards to true encounters. In view of your school, subject, and here and there even article point, you may need to design your composing dependent on unmistakable gauges. </p> <p>A intelligent exposition might be scholarly in the perspective an understudy might be mentioned to create an exercise learnt in class and mirror its application in genuine life . The last zone of the acquaintance is going with be the proposition proclamation in transit in which the experience has educated or impacted the understudy. Intelligent papers are generally made in college in fields like business in addition to law. There's a lot of encounters that understudies may use recorded as a hard copy an intelligent paper. </p> <h2> Characteristics of Topics for Reflective Essay </h2> <p>An acquaintance should with be a compact portrayal or foundation anecdote about this issue being talked about. Composing is among the things that I used to detest the most. Points vary as indicated by the particular order you study. For the experiential, in any case, you likely need to find a theme without anyone else. </p>

Sample Outline For Economics Essay

Sample Outline For Economics EssayThe sample outline for economics essay is one of the most useful resources for learning the subject. One of the greatest benefits of writing a sample is that it is unlike an essay that is mostly constructed in the form of a story line. When writing an outline for the economy, you are allowed to write according to your taste and subject knowledge rather than following the strict rules of the essay.You may find it difficult to know what to write on in your outline for economics studies. In this regard, you should consider how you can use the sample outline for economics essay. Following are some of the key things that you need to remember when using this sample.Economics is very different from other subjects that you study. To be able to use the sample outline for economics, you need to put more emphasis on the relevance of the subject to your topic. If you can relate your topic to the economy, you can start the writing process with confidence.Since th e economy affects all the processes of life, you should try to study how the economy functions. Write the outline on the development of the economy. Also, make sure that you put the economy as the focal point. You also need to include the supply side and demand side as well.Also, you have to remember that there are many economic concepts in the world. You may need to study all of them. As a writer, you should take note of those topics that interest you. You also need to consider how to write on them depending on the specific economy that you are discussing.There are a lot of economic topics that are present in your outline for economics essay. Make sure that you cover them in the order that they were presented. To help you achieve this, you can get some sample outlines from books or sources that can be used as a reference.When you read through the sample outlines, you should study the ways in which the economy is going to function in the future. By taking note of these topics, you w ill be able to know whether or not you are understanding the topic well enough. You can also consider looking at the sample outlines as a workbook.When you follow the outline carefully, you will be able to come up with a satisfactory outline. A sample outline for economics is definitely helpful in this regard. Before you start writing your outline for economics, you can practice your writing skills. This will make it easier for you to get your work done.