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ntial of customers. MCB aggressive marketing has rapidly increasing its customer base. They are not however, increasing the number of employees accordingly. This is leading to corrosion of the standard of customer service.

Opportunities

MCB can improve insurance services to compete in market. MCB insurance premium is high and return on claim is less in percentage. As other insurance companies are convincing their customers to buy insurance policies. It has been noticed that MCB has not been recruiting properly and their business need experts in various tax policies and service of bank. MCB has associated itself with various social causes such as helping poor people for food and medical treatment on low charges. MCB can improve their customer service as there is always a room to add innovative techniques and polices which could lead to additional proficiency of the institution. MCB recently introduces Mobile banking service, but most of the customers are unaware of the service and MCB could work on adverting it to give benefits of it to their clients.

Threats

MCB is having sturdy competition in market with its competitors as some of them having their branches nationwide and internationally as well. MCB is ready to provide all kind of services to their clients online but they have to make it confidential that the data is being protected and secure and cannot be leaked to third party. Branch managers are allowed to take decisions on their own in regard to their branch but decisions made by individuals will be different and a single wrong decision could escort towards intense losses to the institution. MCB has been facing trouble in providing good service to uneducated customers to use electronic and computerized machines.

General Environment Analysis----PEST

The analysis of MCB will take in to account the general environment analysis, the competitor's analysis by comparing the products offered by the competitive banks and the departmental analysis.

The general environment of takes in to account the external factors like politics, economy of Pakistan, socio-cultural factors and technology. Now we will analyze these factors one by one and check how these affect the working of MCB:

Political

The current situation of the government in Pakistan is directly affecting the policies of banks. However, MCB tries hard to keep its business away from the politics but it is not an easy task. MCB has no accounts of political leaders or parties. However, its Customer Service Department faces peer pressure from such political parties.

As MCB is trapped in dual sanctions from the State Bank of Pakistan (SBP) and from the European Union so the changing political environment is not so beneficial for the bank to operate freely. The changing policies of the government, affects SBP which in return affects the MCB rules and policies.

The government of Pakistan has privatized most of the banks. The number of government owned banks have declined constantly, so these changes directly affect MCB.

Economical

The economy of any country has deep impact on any financial organization. Economic indicators include Gross Domestic Product (GDP), inflation, balance of payment, debt of the government. These below graphs will explain how economic conditions of Pakistan are adversely affe