This is the main tab:

The website and the app are both very simple and user-friendly. Its website uses a general design and
color scheme that is similar to its logo, with white, black, and teal being the prominent colors. Every page
will have the same color scheme. A link to HBL's official social media accounts, including their
Facebook, YouTube, Instagram, LinkedIn, Twitter, and official email address, may be found on every
page. Each tab has the HBL logo on the upper-left corner.
If we see the other picture “It says no more branch ka chakkar” which tells us that how convenient the
HBL digital banking has made things that you can open your account online without visiting the branch.
Moving towards the home page:
There are many tabs on this page that lead to various pages; this is one of the most informative pages, to
which every page is linked. Scrolling down, we can see that running adverts are employed to improve the
appearance of the page.
On the home page, numerous tabs such as personal, business, Islamic and prestige are now visible.
Further down, there is other information as well, such as News, Awards and achievements, Complaint
registrations and contact us. Finally, at the bottom of the home page, it displays a Whistle Blowing form
which is a secure procedure for employees. to report unprofessional or illegal activities that don't align
with HBL's policies.
Under the personal tab: There is information about digital banking, accounts, cards, loans, connect,
remittance, wealth and RDA. If a visitor selects the above-mentioned option, they will be directed to
further information about the services offered by HBL. For example, if a person hits the cards tab, they
will be sent to the Credit cards and debit cards overview, which has the most information about;
1. HBL deals and discounts
2. Spend and win with your HBL visa card
3. HBL travel rewards
4. Card safety
The Islamic Tab, is used by majority of Muslim countries; such as Pakistan. Since credit cards generate
interest and no card can be used to charge interest in accordance with Islamic law, HBL does not offer
credit cards for the Islamic tab on the cards tab. Instead, there is only a debit card option.
Operations in different countries:
Gives HBL a competitive advantage, which is why they have operations around the globe
By offering services outside of Pakistan such as; Bangladesh, Turkey, United Arab Emirates, and
other countries.
They are able to remain competitive and increase their market share.

User friendliness & information:

Both the app and the website are very smart and fast; there are no bugs to be detected. The loading speed
is extremely rapid. These features make it easy for visitors to go to any page and improve their overall
experience. Due to technological problems, app users may experience certain delays from time to time.
These delays might last from 30 minutes to an hour. On the other hand, for a better user experience and
more security, the app may be accessed by facial recognition. When a person opens the app, the HBL
bank sends them an alert message.
They offer a wealth of information to their visitors, ranging from accounts to cards to business funding.
They also have the option of FAQs, which help visitors address their problems. Furthermore, multiple
discounts are presented on the same page, allowing customers to get discounts at different restaurants.
Layout:
The layout is rather simple, with the same tone of colors used on all of the tabs and the app.
The website and app both have a dark mode and a light mode option
Capacity utilization:
Physical facilities: The physical environment has a significant impact on customer behavior. All material
goods associated with services serve as tangible evidence in the bank. Customer happiness and
perceptions of quality are significantly impacted by the standard and sufficiency of physical resources at
bank branches. As a result, HBL made changes to the location of its branch to give customers better
accommodation and services. Along with tangible aspects of the company like pamphlets, letterheads, and
other marketing materials, it also covers the external and interior design as well as environmental aspects
like temperature, odor, and noise. HBL has grown its branch network and maintained its position as
the largest private sector bank in Pakistan. Over 1650+ of its branches are spread over 13 different
countries. This is a benefit in terms of convenience for the consumer. Making clients' lives simpler.
Equipment: Any piece of equipment (such as furniture or stationery) that makes it easier for a banker
and a customer to conduct business is referred to as banking equipment. It might also include devices that
support the branch's physical equipment. HBL has a network of 2100+ ATMs in its branches and
significant remote sites. Physical equipment includes an updated computer, allowing HBL to operate
their online services to their fullest potential. Fast online service is essential for taking care of customers
and delivering a safe and convenient experience, which is why HBL equipment is so important. If their
technology doesn't work as intended, it can lead to slowed customer service and weaken a financial
institution's position in the market. On the other side, they have put cash handlers and vault machinery for
security reasons.
Labor: The banking business places a high value on labor because the majority of the services that banks
offer are of a personal nature. Therefore, there are over approx. 21700 employees overall because Face-
to-face communication is acknowledged as the ideal method of engagement. Frontline bankers interact
with customers to understand their needs and provide suitable answers. HBL has personnel that has been
trained to conduct banking operations. To ensure they operate efficiently, they have their own staff
engagement service and whistleblowing form. HBL believes in job rotation as well. They rotate
employees from one branch to the next in order to provide customers with a variety of experiences.
Infrastructure:
Banks must assess the extent to which the physical infrastructure provided at bank branches may affect
customers' perceptions of quality. The majority of HBL's branches are situated in areas with enough
parking for visitors. Provide a waiting area for customers. In order to keep things safe and functioning
properly, infrastructure also includes the installation of security cameras in branches.
Overall effectiveness: Pakistan's first and largest bank, as well as one of the country's fastest growing
financial organizations.
HBL has the best mobile app with the rating of 4.5 on Play store and apple store. HBL is also focused on
a meaningful learning path for their staff with prospects for growth.
Professional training and certifications are essential components of any job, and HBL is committed to
motivating its employees with further certifications and monetary incentives. Which we can see in their
mission which is to make their customers prosper, their staff excel and create value for their shareholders.
Programs of continual learning, training, that assist its staff in improving their knowledge and skills.
HBL has implemented advanced technology in its system. It is very convenient for customers as they are
able to open their account through the mobile application with biometric verification done through the
fingerprint scanner on mobile phone. This allows many new young people to enter the customer base of
HBL.
HBL also invests more in promotional and Market activities like Sponsorship contracts with leading
events of Pakistan just the way HBL is sponsoring PSL. Lastly as per the positioning map data, HBL is
only lacking in customer service and adaptability as compared to its competitors. While on other
categories such as branches, convenience, app friendliness, alliances it is doing better than competition.

Suggestions:

• Consistent auditing to make sure error free transactions and to avoid system halts.

• HBL should improve their customer service with better system optimization to improve service
quality and more training of staff members so that they can give appropriate answers to customers
when they ask questions regarding Islamic banking.

• HBL should consistently invest in technology to maintain the existing positioning in the market
as well as to keep itself ahead of competition.