CHAPTER-1 PROLOGUE The HSBC group is one of the largest banking and financial services organization in the world with well-established business in Europe, the Asia-Pacific region, the Americas, The Middle east and Africa. The HSBC Holdings is incorporated in England with its Head Office in London, amount of asset US$ 1,034 billion at 31 December 2003 with over 9,700 offices in 79 countries and territories, is one of the world's largest banking and financial services organizations. HSBC has 110 million customers worldwide. The establishment in 1999 of HSBC as a uniform, international brand name ensured that the Group’s corporate symbol has become an increasingly familiar sight across the world. HSBC differentiates its brand from those of its competitors by describing the unique characteristics that distinguish HSBC, summarized by the words “The World’s local bank”. HSBC’s commitment to service excellence, reputation for stability and understanding of the region has repeatedly been recognized through citations by major business publications. 1.1 HSBC in Bangladesh In Bangladesh, HSBC started in 1996 and currently has a network of 5 offices as the 2 nd largest foreign commercial bank in the country. HSBC Bangladesh also has a network of 11 ATMs in the country, 4 Sales and Service Centre (includes ATM Machines, Easy Pay Machines, Phone banking, Access to the HSBC Website and a dedicated officer at the premises, all together comprises the HSBC Customer Service Centre.) ‘Easy Pay’ is a sophisticated ‘bill payment’ machine developed with a ‘Touch Screen’ formula enabling both HSBC and Non-HSBC customers to pay their utility bills, deposits, HSBC Credit Card payments etc.
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