an analysis of mission statement of pakistani commercial ... · banks using a nine points scale...

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INTERDISCIPLINARY JOURNAL OF CONTEMPORARY RESEARCH IN BUSINESS

COPY RIGHT © 2012 Institute of Interdisciplinary Business Research 102

JUNE 2012

VOL 4, NO 2

An Analysis of Mission Statement of Pakistani Commercial (Scheduled)

banks Using A Nine Points Scale approach of Fred R. David

Muhammad Farrukh Moin 1, Ahsan Ali

2, Ali Nawaz Khan

3

M.S. Students, Department of Business Administration, Federal Urdu University of Arts,

Science, and Technology, Islamabad Campus, Pakistan.

Abstract =

Objective

The objective of this study was to make a comparative analysis of the mission statement of all the scheduled

banks operating in Pakistan, in order to visualize the quality of its mission statement using a Nine Point Scale

model given by Fred R. David.

Methodology

Publication of Sate Bank of Pakistan (SBP) (December, 2011) informs that 44 scheduled banks were operating

in Pakistan till the closing of December 2011, out of them 22 were domestic private Pakistani banks, that means

(50%) of the population.

A number of 21 domestic private Pakistani banks were used as a convenient sample to make analysis in this

study. Data needed to make comparative analysis of mission statement were collected from annual reports of

(2010 and 2011) and websites of these private banks.

Limitation

This study was limited to the local private banks operating in Pakistan. Thus, it may lack high Generalisability.

Researchers may expand the spectrum of study by investigating other types of banks operating in Pakistan.

Findings

Overall, the score card of mission statement of (scheduled) banking setups in Pakistan were found above the

average score card of mission statement. Banks were more focused on customers and concern for survival,

growth and profitability rather market, technology, employees and self concept.

Keywords: Mission statement, Scheduled Banks, Pakistan.

1. INTRODUCTION

Business can be defined as a social unit. Today, business is more publicly observable and society also curious to

get news’s of the movement of business. But, new social structure presents business with complex problem

which were not in past (Hossain, 2004).

“A business is not defined by its name, statutes, or articles of incorporation. It is defined by the business

mission. Only a clear definition of mission and purpose of the organization makes possible clear and

realistic business objectives” Peter Drucker (1973, & 1974, as cited in Ahmed, 2010; Biswas, Chowdhury, &

Das, 2007; Hossain, 2004; Meraj, Hossain, I., Shahezaman, Akter, & Hossain, S., 2011).

Mission articulates the business of the organization, for example, a production of products is manufacturer’s

mission. Similarly to deliver education at local level is an institution’s mission (Hossain, 2004).

Desmidt and Prinzie (2009) narrate that most of the organizations in both public and non earning setups are in

believe that articulating a formal mission statement will give them edge in their position. Meraj et al. (2011)

believe that Mission of the firm should be articulated to the stake holders and it can be best done via mission

statement. Hossain (2004) defines mission statement as unique, clear and well written statement that articulate

the mission to different parties (stake holders and shareholders) connected to an organization.

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Mission statement is the rationale for its existence (Desmidt & Prinzie, 2009; Meraj et al., 2011).Thus it gives

idea of what does the firm want and whom it likely to facilitate (Meraj et al., 2011). Mission statement is an

instrument that articulates business; target the market of the firm, and acts as force or mixture that joins different

standards (Biswas et al., 2007).

A corporate mission is more than good intent and fine thoughts. It sets the standard for the whole business so

that organization can be flourished, Prosperous and achieve its outcomes (Hossain, 2004). “Corporate mission

statements .... are the operational, ethical, and Financial guiding lights of companies. They are not simply

mottoes or slogans; they articulate the goals, dreams, behavior, culture, and strategies of companies” (Jones and

Kahaner, 1996: ix as cited in Ahmed, 2010; Biswas et al., 2007; Meraj et al., 2011).

Ahmed (2010) writes mission statements can be observed all over the place in recent years. Biswas et al. (2007)

feel various organizations hold mission statement that can not be shared at large possible reason may be setting

the standard that are unrealistic and not a part of organizational traditions. Just articulating a mission does not

directly lead to significant financial betterment.

Mission statements are stated to articulate essential features as well as to get it. Thus, narrates the actual soul of

an organization and serves as knowledge composition. For them, many scholars of public management feel that

a significant and un-ambiguous mission is favorable for value (Desmidt & Prinzie, 2009).

In order for an organization to do and go well mission statement is vital (Ahmed, 2010; Biswas et al., 2007). It

can be expressed in different medium like internal reports, annual reports etc. (Hossain, 2004). But it can be

varied in terms of wording, arrangement and lengthwise measurement, from organization to organization.

Mission statement can lead to profits and raise shareholders value (Biswas et al., 2007; Hossain, 2004; Meraj et

al., 2011). Generally the main source of business disturbance and breakdown is lack of proper thoughts on

mission and purpose of business (Hossain, 2004).

Biswas et al. (2007) claim that mission statement helps and guides in finalizing lower level objectives. Mission

statement is amongst the most essential building block of organization. Large Corporations, small businesses

and non profit organizations can also get benefit by expressing mission statement. Small businesses can grasp

their vision through mission statement.

Desmidt and Prinzie (2009) narrates mission statement should disclose the “strategic blue print” of the setup and

serves as base for several management applications. And directs the bosses and ensures effectiveness of

resource management practices.

It has become a vital means, for communication visibly, to display organization’s dedication and sincerity. Thus,

mission statement resultantly provides subsequent benefits such as:

Translates the path and rationale of firm: The stakeholders and shareholders get informed by the path of

organization, for smaller and longer tenure.

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Sets the boundary line: Serves as boundary line while taking any decision like to pursue un-realistic

objectives.

Helps in decision making: It can be served as standard for decision making like in unforeseen situation to keep

the organization on right path.

Encourages and induce workers: It helps the workers to make sure that organization’s commitment is upfront

in each case (Ahmed, 2010; Biswas et al., 2007).

1.1 COMPONENTS OF MISSION STATEMENT

Fred R. David (1999, 2003 as cited in Ahmed, 2010; Biswas et al., 2007; Hossain, 2004; Meraj et al., 2011)

suggests that a valuable mission statement demonstrates nine components:

i. Customer: This content carries information regarding customers.

ii. Products or Services: This part carries information regarding products and services.

iii. Markets: Area, locations, and boundaries where the firm wants to flourish.

iv. Technology: Is the firm using state of the art technology?

v. Concern for survival, growth, and profitability: Is the organization committed in terms of financial

success and future existence?

vi. Philosophy: Describes the primary views, desires, and virtuous urgencies of the company.

vii. Self-concept: What are the organization’s unique proficiencies or key competitive edges?

viii. Concern for community perspectives: Is the firm committed to societal well-being?

ix. Concern for personnel’s: Are workers considered as intellectual assets for the organization?

Desmidt and Prinzie (2009) believe essence of mission statement may be not worthy because of its visualization

in different styles. Thus individual ambiguity needs to be minimized by negotiating and collective approach to

enhance and its understanding, right meanings at wider level.

1.2 MISSION STATEMENTS OF LOCAL/DOMESTIC PRIVATE BANKS OF PAKISTAN

Allied Bank Limited

In Annual Report (2011) of Allied Bank Limited, Mission Statement suggests to:

Deliver enhanced services to our clients.

Deliver state of the art technological outcomes to fulfill clients’ demands.

Form ongoing significance through development, proficiency and multiplicity for the stakeholders.

Deliver a stimulating Work setting and return, devoted group partners on the basis of their skills,

efficiency and productivity.

Perform an active role in facilitating to the public

This Bank gets an Individual Score of 5 points (see table 01) out of scale of nine points.

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Al Baraka Bank (Pakistan) Limited

Mission Statement of Al Baraka Bank (Pakistan) Limited at its website suggests to:

Encounter the economic requirements of societies of global village by accompanying business morally

according to rules of Sharia, maintain the high standards of performance and incorporating the goals with

customers, employees and stockholders who play the major role in leading our business to success.


Askari Bank Limited

In Annual Report (2011) of Askari Bank Limited, Mission Statement suggests to:

Become the top rated bank of Pakistan through the global touch, providing excellence service with quality by

latest technology, efficient human resources in the up-to-date and broad-minded organizational philosophy, and

upholding great moral principles, for the betterment of entire beneficial parties.


Bank Al-Falah Limited

Mission Statement of Bank Al-Falah Limited at its website suggests to:

Progress & bring continuously improved products, satisfy customers, supply the superior services which will

add value to brand, provide the competitive edge, increase profitability, hence delivering worth to interested

parties of the bank.


Bank Al-Habib Limited

In Annual Report (2010) of Bank Al-Habib Limited, Mission Statement suggests to:

Become a major financial organization the delivers sparkling packages also playing role in the national growth

and community progress.


Bank Islami Pakistan Limited

In Annual Report (2011) of Bank Islamic Pakistan Limited, Mission Statement suggests to:

Add worth to the interested parties by providing products and services that are aligned with shariah and having

up to date technologies.

What makes us different from others?

Legitimacy

Origination

Appreciative our customer’s needs

Assuring the Excellency, quicker and reliable solutions. We consider intellectuals as an asset.


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Burj Bank Limited

In Annual Report (2011) of Burj Bank Limited, Mission Statement suggests to:

Deliver earth breaking and effective solution to get the excellence and maximum return to the investors in

Islamic banking.


Dubai Islamic Bank Pakistan Limited

Mission Statement of Dubai Islamic Bank Pakistan Limited at its website suggests to:

Deliver various financial packages in the light of Shariah rules using shared innovation and exceptional

expertise of people in operations to ensure profit and growth.


Faysal Bank Limited

In Annual Report (2010) of Faysal Bank Limited, Mission Statement suggests to:

Become leader in delivering financial solutions in the target market through novelty.


Habib Bank Limited

In Corporate Profile (2009) of Habib Bank Limited at its website, Mission Statement suggests to:

Flourish our clients; outclass our personnel’s and increasing stockholders returns.


JS Bank Limited

In Annual Report (2011) of JS Bank Limited, Mission Statement suggests to:

Deliver the best quality financial services to the customers by providing at one window operations


KASB Bank Limited

In Annual Report (2011) of KASB Bank Limited, Mission Statement suggests to:

Superiority in providing customer service and improvements for continuous gains using sensible practices.

This Bank gets an Individual Score of 2 points (see table12) out of scale of nine points.

MCB Bank Limited

In Annual Report (2011) of MCB Bank Limited, Mission Statement suggests to:

Be the team of united experts, in providing continuously improved and continuous financial services to build

long term association with clients and to care for investors.


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Meezan Bank Limited

In Annual Report (2010) of Meezan Bank Limited , Mission Statement suggests to:

Become the leader in Islamic banking, and providing best products and servicess at one window according to

the principles of Shariah, while ensuring maximum returns for stockholders, and valuing ethical practices within

the organization.


NIB Bank Limited

Mission Statement of NIB Bank Limited at its website suggests to:

Ensuring the social well being for every human being.


Samba Bank Limited

Mission Statement of Samba Bank Limited at its website suggests to:

Be the most recognized banking firm by:

Delivering the global recognized solutions to the customers.

Caring our staff.

Consistent returns for stockholders.

Corporate social responsibility.


Silk bank Limited

Mission Statement of Silk Bank Limited at its website suggests to:

Be the top ranked bank, recognized by clients by providing best service through originality; and create value for

employees and stockholders.


Soneri Bank Limited

In Annual Report (2011) of Soneri Bank Limited, Mission Statement suggests to:

Deliver the customized services to clients using latest technology through different packages. Caring the society

and creating value for stockholders and hence becoming the innovative, vibrant and progressive financial setup.


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Standard Chartered Bank (Pakistan) Limited

Mission Statement of Standard Chartered Bank (Pakistan) Limited at its website suggests to:

Be recognized as the leader in Pakistani banking sector because of efficiency and quality of services through

people.


Summit Bank Limited

In Annual Report (2011) of Summit Bank Limited, Mission Statement declares to:

Be a trusted, honest financial organization.

Provide financial services to the clients.

Give good opportunities to our male and female staff.

Ensuring better returns on investment.

Caring the community.


United Bank Limited

In Annual Report (2011) of United Bank Limited, Mission Statement suggests to:

Deliver excellence on consistent basis in all of its processes.

Make best use of its resources to deliver optimum solution to clients.

Being a plate form where searched for venture.

Be named in the good books of employment provider

This Bank gets an Individual Score of 6 (see table 20) out of scale of nine points.

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1.3 COMPONENT WISE MISSION STATEMENT OF LOCAL / DOMESTIC BANKS OF PAKISTAN

S. No.

Name of the Bank

Customers

Products or Services

Markets Technology

Concern for survival, growth and profitability

Philosophy Concern for Public image

Self- concept

Concern for

Employees

1 Allied Bank Limited

2 Al Baraka Bank

(Pakistan) Limited

3 Askari Bank Limited

4 Bank Al-FalahLimited

5 Bank Al-Habib Limited N

6 BankIslami Pakistan

Limited

7 Burj Bank Limited

8 Dubai Islamic Bank

Pakistan Limited

9 Faysal Bank Limited

10 Habib Bank Limited

11 JS Bank Limited

12 KASB Bank Limited

13 MCB Bank Limited

14 Meezan Bank Limited

15 NIB Bank Limited

16 Samba Bank Limited

17 Silkbank Limited

18 Soneri Bank Limited

19 Standard Chartered Bank

20 United Bank Limited

21 Summit Bank Limited

Shows Banks have particular characteristic in their mission statement. [Blank columns/rows] Shows Banks do not have or missing particular characteristic in their mission statement.

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2. FINDINGS OF INVESTIGATION

5

5

7

6

4

7

3

4

3

3

3

2

5

5

5

5

5

5

4

5

6

0 1 2 3 4 5 6 7 8

Allied B ank L imited

A l B araka B ank (P akis tan) L imited

As kari B ank L imited

B ank A l-F alahL imited

B ank A l-Habib L imited

B ankIs lami P akis tan L imited

B urj B ank L imited

Dubai Is lamic B ank P akis tan L imited

F ays al B ank L imited

Habib B ank L imited

J S B ank L imited

K AS B B ank L imited

MC B B ank L imited

Meez an B ank L imited

NIB B ank L imited

S amba B ank L imited

S ilkbank L imited

S oneri B ank L imited

S tandard C hartered B ank

S ummit B ank L imited

United B ank L imited

S core

S core is out of 9

After a critical analysis of mission statement of 21 banks using Fred R. David model as benchmark, it was found

that out of nine points scale, maximum points gained by any bank were 7, that were achieved by two banks i.e.

[Askari Bank Limited, and Bank Islami Pakistan Limited], minimum points achieved by any bank were 2 i.e. [

KASB Bank Limited].

Two banks gained 6 points (66.66%=6/9*100) out of nine i.e. [Bank Al-falah limited, and United Bank

Limited]. Nine banks gained 5 points (55.55%=5/9*100) out of nine i.e. [Allied Bank Limited, Albaraka Bank

Limited, Muslim Commercial Bank Limited, Meezan Bank Limited, NIB bank Limited, Samba Bank Limited,

Silk Bank Limited, Soneri Bank Limited, Summit Bank Limited]. Three banks gained 4 points (44.44=4/9*100)

out of nine i.e. [Bank Al habib limited, Dubai Islamic Bank Limited, Standard Chartered Bank of Pakistan

Limited]. Four banks gained 3 points (33.33=3/9*100) out of nine points i.e. [Burj Bank Limited, Faysal Bank

Limited, Habib Bank Limited, JS Bank Limited].

If we take average of 9 points scale it would become 4.5. Hence out of total 21 banks, 13 Banks gained the

scores upper than average and 8 banks gained score below than average. Our study also discloses that greater

numbers of (scheduled) banks in pakistan are interested to incorporate their concern for customers, and for

survival, growth and profitability in the mission statement.

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3. CONCLUSION

Mission statements component Total Score achieved Percentage for 21 banks Rating

Customer 17 81% = 17/21*100 1=

Product & Services 16 76% = 16/21*100 3

Markets 5 24% = 5/21*100 6=

Technology 5 24% = 5/21*100 6=

Survival, Growth and profitability 17 81% = 17/21*100 1=

Philosophy 8 38% = 8/21*100 5

Self concepts 5 24% = 5/21*100 6=

Corporate social responsibility 9 43% =9/21*100 4

Employees 5 24% =5/21*100 6=

Total Score 97

It may be summarized that broadly (Scheduled) banking system’s mission statement score in Pakistan is well

above the average score card of mission statement. And Majority of the banking setups are keen to incorporate

their concerns for customers, for survival, growth and profitability, as well as concerns for product or services in

mission statement but less focus are given to Market, Technology , Employees and on self concept.

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REFERENCES

Ahmed, A. (2010). Analysis of the Mission Statement of the Commercial Banks of

Bangladesh. Retrieved May 2, 2012, [online] available SSRN: http://ssrn.com/abstract=1633225 or

http://dx.doi.org/10.2139/ssrn.1633225

Annual Report 2011, Allied Bank Limited, Retrieved May 2, 2012, [online] available

http://www.abl.com/thebank/pdf/annual_report_2011/ABL%20Annual%20Report%202011.pdf

Annual Report 2011, Askari Bank Limited, Retrieved May 2, 2012, [online] available

http://www.askaribank.com.pk/Reports/Askari%20AR%202011%20ALL.pdf

Annual Report 2010, Bank Al-Habib Limited, Retrieved May 2, 2012, [online] available

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http://www.bankislami.com.pk/investor_relation/pdf/Bank%20Islami%20A%20R%202011.pdf

Annual Report 2011, Burj Bank Limited, Retrieved May 2, 2012, [online] available

http://www.burjbankltd.com/media/financial/Burj_Bank_Annual_Report_2011.pdf

Annual Report 2010, Faysal Bank Limited, Retrieved May 2, 2012, [online] available

http://www.faysalbank.com/docs/Faysalbank.pdf

Annual Report 2011, JS Bank Limited, Retrieved May 2, 2012, [online] available

http://www.js.com/uploads/JSBankAnnualReport201110412.pdf

Annual Report 2011, KASB Bank Limited, Retrieved May 2, 2012, [online] available

http://www.kasb.com/sitedata/downloads/Bank/20120411060149447_BankAnn2011.pdf

Annual Report 2010, Meezan Bank Limited, Retrieved May 2, 2012, [online] available

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Annual Report 2011, Soneri Bank Limited, Retrieved May 2, 2012, [online] available

http://www.soneribank.com/document/url/83/Soneri_AR_2011.pdf

Annual Report 2011, Summit Bank Limited, Retrieved May 2, 2012, [online] available

http://www.summitbank.com.pk/financial/Annual_Report_2011.pdf


http://www.abl.com/thebank/pdf/annual_report_2011/ABL%20Annual%20Report%202011.pdf

http://www.askaribank.com.pk/Reports/Askari%20AR%202011%20ALL.pdf

http://www.bankalhabib.com/downloads/Latest/AnnualReport2010.pdf

http://www.bankislami.com.pk/investor_relation/pdf/Bank%20Islami%20A%20R%202011.pdf

http://www.burjbankltd.com/media/financial/Burj_Bank_Annual_Report_2011.pdf

http://www.faysalbank.com/docs/Faysalbank.pdf

http://www.js.com/uploads/JSBankAnnualReport201110412.pdf

http://www.kasb.com/sitedata/downloads/Bank/20120411060149447_BankAnn2011.pdf

http://meezanbank.com/docs/AnnualReport2010.pdf

http://www.soneribank.com/document/url/83/Soneri_AR_2011.pdf

http://www.summitbank.com.pk/financial/Annual_Report_2011.pdf

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Annual Report 2011, United Bank Limited, Retrieved May 2, 2012, [online] available

https://www.ubldirect.com/corporate/resources/ubl/aboutus/financial_report/report_2011/Annual_Reports/UBL

%20Annual%20Report%202011.pdf

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http://www.mcb.com.pk/uploads/FCG/docs/MCB%20Annual%20Report%202011.pdf

Biswas, P. K., chowdhury, S. P., & Das, S. (2007). Mission Statements of Selected Bangladeshi Companies: An

Analysis from a Strategic Management Viewpoint. The Cost and Management,35 (3), 46-60. [Available]

http://ssrn.com/abstract=1020003

Corporate Profile 2009, HBL Bank Limited, Retrieved May 2, 2012, [online] available

http://www.hbl.com/downloads/pdf/corporate-profile-2009.pdf

Hossain, D. M. (2004). An Analysis of the Mission Statements of Selected Bangladeshi Companies. Journal of

Business Administration, 6. Retrieved May 2, 2012,

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ents%20of%20Selected%20Bangladeshi%20Companies.pdf

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explorative analysis of the effectiveness of mission statements from a communication perspective. Working

Paper 2009/568, Retrieved May 2, 2012, http://www.feb.ugent.be/nl/Ondz/wp/Papers/wp_09_568.pdf

Meraj, I. H., Hossain, I., Shahezaman, Z., Akter, L., & Hossain, S. (2011). Analysis of the Mission Statement of

the Commercial Banks of Bangladesh [online] available Available at SSRN: http://ssrn.com/abstract=1792692

or http://dx.doi.org/10.2139/ssrn.1792692

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http://www.sbp.org.pk/publications/schedule_banks/Dec_11/ReviewTitle.pdf

Website of the Bank Al-Falah Limited, accessed May 2, 2012.

Website of the Al Baraka Bank (Pakistan) Limited, accessed May 2, 2012.

Website of the Dubai Islamic Bank (Pakistan) Limited, accessed May 2, 2012.

Website of the NIB Bank Limited, accessed May 2, 2012.

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Website of the Standard Chartered Bank (Pakistan) Limited, accessed May 2, 2012.

https://www.ubldirect.com/corporate/resources/ubl/aboutus/financial_report/report_2011/Annual_Reports/UBL%20Annual%20Report%202011.pdf

https://www.ubldirect.com/corporate/resources/ubl/aboutus/financial_report/report_2011/Annual_Reports/UBL%20Annual%20Report%202011.pdf

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http://ssrn.com/abstract=1020003

http://www.hbl.com/downloads/pdf/corporate-profile-2009.pdf

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http://www.feb.ugent/


http://www.sbp.org.pk/publications/schedule_banks/Dec-11.htm

http://www.sbp.org.pk/publications/schedule_banks/Dec_11/ReviewTitle.pdf

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Annexure

Table-01: Allied Bank Limited Score

Mission statements component Score

Customer 1

Product & Services 0

Markets 0

Technology 1

Survival, Growth and profitability 1

Philosophy 0

Self concepts 0

Corporate social responsibility 1

Employees 1

Total Score 5

Table-02: Al Baraka Bank (Pakistan) Limited


Customer 1


Markets 1

Technology 0


Philosophy 0

Self concepts 0


Employees 1

Total Score 5

Table-03: Askari Bank Limited


Customer 1


Markets 1

Technology 1


Philosophy 1

Self concepts 0


Employees 1

Total Score 7

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Table-04: Bank Al-Falah Limited


Customer 1


Markets 0

Technology 0


Philosophy 0

Self concepts 1


Employees 1

Total Score 6

Table-05: Bank Al-Habib Limited


Customer 0


Markets 1

Technology 0


Philosophy 0

Self concepts 0


Employees 0

Total Score 4

Table-06: BankIslami Pakistan Limited


Customer 1


Markets 0

Technology 1


Philosophy 1

Self concepts 1


Employees 1

Total Score 7

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Table-07: Burj Bank Limited


Customer 1


Markets 0

Technology 0


Philosophy 0

Self concepts 0


Employees 0

Total Score 3

Table-08: Dubai Islamic Bank Pakistan Limited


Customer 0


Markets 0

Technology 0


Philosophy 1

Self concepts 0


Employees 1

Total Score 4

Table-09: Faysal Bank Limited


Customer 0


Markets 1

Technology 0


Philosophy 0

Self concepts 1


Employees 0

Total Score 3

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Table-10: Habib Bank Limited


Customer 1


Markets 0

Technology 0


Philosophy 0

Self concepts 0


Employees 1

Total Score 3

Table-11: JS Bank Limited


Customer 1


Markets 0

Technology 0


Philosophy 1

Self concepts 0


Employees 0

Total Score 3

Table-12: KASB Bank Limited

Customer 1


Markets 0

Technology 0


Philosophy 0

Self concepts 0


Employees 0

Total Score 2

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Table-13: MCB Bank Limited


Customer 1


Markets 0

Technology 0


Philosophy 1

Self concepts 0


Employees 1

Total Score 5

Table-14: Meezan Bank Limited


Customer 1


Markets 0

Technology 0


Philosophy 1

Self concepts 0


Employees 1

Total Score 5

Table-15: NIB Bank Limited


Customer 1


Markets 0

Technology 0


Philosophy 1

Self concepts 0


Employees 1

Total Score 5

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Table-16: Samba Bank Limited


Customer 1


Markets 0

Technology 0


Philosophy 0

Self concepts 0


Employees 1

Total Score 5

Table-17: Silkbank Limited


Customer 1


Markets 0

Technology 0


Philosophy 0

Self concepts 0


Employees 1

Total Score 5

Table-18: Soneri Bank Limited


Customer 1


Markets 0

Technology 1


Philosophy 0

Self concepts 0


Employees 0

Total Score 5

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Table-19: Standard Chartered Bank


Customer 0


Markets 1

Technology 0


Philosophy 0

Self concepts 1


Employees 1

Total Score 4

Table-20: United Bank Limited


Customer 1


Markets 0

Technology 0


Philosophy 1

Self concepts 0


Employees 1

Total Score 6

Table-21: Summit Bank Limited


Customer 1


Markets 0

Technology 1


Philosophy 0

Self concepts 1


Employees 1

Total Score 5

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