Chapter-1

Introduction

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 1.1 INTRODUCTION
In general sense, “Bank” means a financial institution that deals with money. Banks are financial
conciliator that accepts deposits from public and lends those deposits to others activities in the
capital market. Banks are one of the most important financial institutions that play a vital role
in the economy. Banks provides necessary funds to the investors or businessmen that they
need to continue their business. It connects customers having capital shortage to customers
having capital surplus. Now-a day’s banking sector is modernizing and expanding its hand in
different financial events. At the same time the banking process is becoming faster, easier and
is becoming wider. Satisfaction is the customer’s fulfillment response. It is a judgment that a
product or service feature, or the product or service itself, provides a pleasurable level of
consumption related fulfillment. In less technical terms, Satisfaction is the customer’s
evaluation of a product or service in terms o whether that product or service has met their
needs and expectations. Banking operations are becoming increasingly customer dictated. The
ability of banks to offer clients access to several markets for different classes of financial
instruments has become a valuable competitive edge. With the phenomenal increase in the
country's population and the increased demand for banking services; speed, service quality and
customer satisfaction are going to be key differentiators for each bank's future success. Thus it
is imperative for banks to get useful feedback on their actual response time and customer
service quality aspects of retail banking, which in turn will help them take positive steps to
maintain a competitive edge. United Commercial Bank Limited (UCBL) is one of the first
generation private sector Banks in Bangladesh, commenced its commercial operations from
mid 1983 and has since been able to establish one of the largest network of 157branches in six
different districts. However the competition in the banking industry has intensified more than
ever before .Global financial crisis, stock market crash, recessions and other factors affected the
banking industry. So banks should position themselves at a unique place in the minds of the
customers by offering attractive offers such as higher interest rates or by offering superior
service to the customers. Services include financial advice, flexible rates or dates of payment,
portfolio management etc.

Customer satisfaction is the main goal for a service oriented business .As a Private bank UCBL
always try to gain the maximum level of customer satisfaction by providing their best services.
Along with other departments the general banking department of that bank also follow the
same way .They always give priority to their customers from the beginning of opening an
account of that bank till closing the account. That is the reason the customers are increasing
day by day as the banking services are able to gain the trust of the customers.

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1.2 BACKGROUND OF THE REPORT
This internship report is originated as a partial fulfillment of the BBA program of Bangladesh
University of Business &Technology (BUBT).This report is a mandatory requirement for BBA
completion. I have worked at United Commercial Bank (Corporate Branch) for three month and
this internship has helped me to match our theoretical knowledge with practical understanding.
As an intern I have worked there under the general banking department of the corporate
branch which is situated in the Gulshan Avenue, there I have worked under the Account
Opening Section, Remittance, Clearing Section, Debit Card Section but most of the time of my
internship I worked in the account opening section as the working load of that section is higher
than the other section. Through my working under the general banking department I have
realized that how much important the relationship banking is and the customer satisfaction by
providing the best services of the financial institution like UCBL. Thats why I discussed it with
my supervisor and decided to do “An analysis of customer satisfaction of general banking
services with a focus on United Commercial Bank (Corporate Branch).”

1.3 OBJECTIVE OF THE STUDY

* To identify the level of customer satisfaction.

* To give a brief idea on the importance of customer satisfaction in general banking.

* To identify different level of function United Commercial Bank LTD.

* To identify the banking relationship with the customers.

* To identify the problem if any to satisfy the customers through providing bank services.

* To identify that the employees understand the specific needs of their customer.

1.4 SCOPE OF THE STUDY

The report will give a clear idea about the services of corporate branch of United Commercial
Bank to deal with the customers and gain their optimum level of satisfaction.

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 Chapter-2

An overview of the UCBL

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2.1 COMPANY OVERVIEW
United Commercial Bank Limited (UCBL) is a Bangladesh based financial institution that
provides banking services. The services include personal and business banking, loans, credit
cards, online banking and money transfer services. The bank is able to establish one of the
largest networks of 130 branches among the first generation banks in the private sector. With
its firm commitment to the economic development of the country, the Bank has already made a
distinct mark in the realm of Private Sector Banking through personalized service, innovative
practices, dynamic approach and efficient Management. The Bank, aiming to play a leading role
in the economic activities of the country, is firmly engaged in the development of trade,
commerce and industry thorough a creative credit policy.

2.2 History
History United Commercial Bank Limited incorporated on 26 June 1983 as a public company
with limited liability under the Companies Act 1993. The bank obtained permission to
commence business with effect from 26 June 1983 and started banking operations on 29 June
1983 with an authorized capital of Tk. 100 million divided into 1 million ordinary shares of Tk.
100 each.

2.3 Management
Management The Bank has in its Management a combination of highly skilled and eminent
bankers of the country of varied experience and expertise successfully led by Mr. Muhammad
Ali, a dynamic banker, as its Managing Director and well educated young, energetic and
dedicated officers working with missionary zeal for the growth and progress of the institution.
This report is a mandatory requirement for BBA completion. I have worked at United
Commercial Bank (Corporate Branch) for three month and this internship has helped me to
match our theoretical knowledge with practical understanding. As an intern I have worked
there under the general banking department of the corporate branch which is situated in the
Gulshan Avenue, there I have worked under the Account Opening Section, Remittance, Clearing
Section, Debit Card Section but most of the time of my internship I worked in the account
opening section as the working load of that section is higher than the other section. Through
my working under the general banking department I have realized that how much important
the relationship banking is and the customer satisfaction by providing the best services of the
financial institution like UCBL. That`s why I discussed it with my supervisor and decided to do

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“An analysis of customer satisfaction of general banking services with a focus on United
Commercial Bank (Corporate Branch).”

2.4 Corporate Information at a Glance

Registered Name United Commercial Bank Limited

Registered Head Office Bulus Center,Gulshan Avenue,Dhak-1212

Plot-CWS-(A)-1,Road NO:34
Vice Chairman Mr.Showkat Aziz Russell

Director&Chairman (Executive Committee) Mr.M.A.Sabur

Director & Chairman (Audit Committee) Mr. Md. Jahangir Alam Khan

Managing Director Mr.Muhammed Ali

Number of Branches 157

2.5 The Corporate vision of United Commercial Bank

To be the bank of first choice through maximizing value for their

clients, shareholders, & employees and contributing to the national economy with social
commitments.

2.6 The Corporate mission of United Commercial Bank

To offer financial solutions that create, manage and increase

their clients‟ wealth while improving the quality of life in the communities they serve.

2.7 Core values of the United Commercial Bank

*They put our customers first.

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* They emphasize professional ethics.

*They maintain quality at all levels.

*They believe in being a responsible corporate citizen.

* They say what we believe in.

*They foster participative management.

2.8 Functions of the United Commercial Bank

a. The main task of the United Commercial Bank Ltd is to accept deposited from various
customers through various accounts.

b. Provides loans on easy terms and condition.

c. It creates loan deposit.

d. The bank invest it fund into profitable sector

e. It transfers money by Demand Draft (DD), Pay Order (PO) and Telegraphic Transfer etc.

f. The bank is doing the transaction of bill of exchange, Cheque etc. on behalf of the client.

g. United Commercial Bank Ltd assists in the Foreign Exchange by issuing Letter of Credit.

h. The bank insures the securities of valuable documents of clients.

i. It brings the increasing power of dimension of transaction.

j. Above all, United Commercial Bank Ltd helps the businessmen financially by giving discount
facility for bill of exchange and by providing the facility of Letter of Guarantee.

2.9 The strategies of United commercial Bank

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*Utilize all available resources to develop various plan, policies and procedures in each of the
objective and goal areas.

* Synchronized and steady growth of the bank.

*Implement plans, policies and procedures.

* Utilize term of professional Employees.

* Search for a total customized solution of IT for the purpose of full automation step.

2.10 The main Goals of United Commercial Bank

* Develop a plan for offering better customer service.

* Develop a realistic deposit mobilization plan.

* Develop appropriate lending risk assessment system.

*Develop capital plan.

* Develop a system to make good advances.

* Develop appropriate management structure, system, procedures & approaches.

* Develop scientific MIS to monitor banks act

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 2.11 ORGANOGRAM OF UCBL

Managing Director (MD)

Additional Managing Director (AMD)

Senior Executive Vice President (SEVP

Executive Vice President (EVP)

Senior Vice President (SVP)

First Vice
Vice President
President (FVP)
(VP)

First Assistant Vice President (FAVP)

Assistant Vice President (AVP)

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 Senior Executive Officer (SEO)

Executive Officer (EO)

Management Trainee Officer (MTO)

Senior Officer (SO)

Officer (O)

Junior Officer(JO)

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 2.12 SWOT ANALYSIS OF UCBL

SWOT analysis is a strategic planning method used to evaluate the strengths, weaknesses,
opportunities, and Threats involved in a business venture. In banking sectors it is important to
identify the internal and external factors that are favorable and unfavorable to achieve its
objectives. From the SWOT analysis we can figure out ongoing scenario of the bank. So to have
a better view of the present banking practice of UCBL, the SOWT analysis of UCBL is given
below

Strength

It is an internal factor. It deals with the organizations own strength. UCBL‟s strengths are

* Efficient administration.

* Corporation with each other.

* Fewer default loans.

* Good banker-customer relationship .

* Energetic as well as smart work force.

* Well-furnished and air-conditioned bank.

Weaknesses

Weakness is also an internal factor of SWOT analysis. UCBL‟s weaknesses are

*Lack of available ATM booths.

* Limited consumer credit scheme

* Enhance of new private banks

* Lack of promotional activities

* Officers in the junior level are not highly qualified.

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Opportunities

Opportunities are external factors which indicate the following:

* Huge business area.

* Introducing different debit and credit card.

* Industry’s positive growth.

* Introducing any branch banking through online.

*Flexible credit schemes.

*Reliably to local public

Threats

Threats are external factors of SWOT analysis. The threats for UCBL are.

* Different classic services of foreign banks.

*Better developed card division of other private banks.

* Uses of modern technologies by the rival banks.

* Political unrest and government restricted banking strategies.

*The number of rivalry is too high into the banking industy.

2.13 Products and Service

The Bank provides a broad range of financial services to its customers and corporate clients.
The Products and Services UCBL offers are:

*UCB Multi Millionaire .

*UCB Money Maximize.

* UCB Earning Plus.

* UCB DPS Plus.

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* Western Union Money Transfer.

* SMS Banking Service.

*Online Service.

*Credit Card.

* One Stop Service.

*Time Deposit Scheme.

* Monthly Savings Scheme (MSS).

*Deposit Insurance Scheme.

* Fixed Deposit Receipt (FDR).

*Inward & Outward Remittance.

* Travelers Cheques.

* Import Finance

*Export Finance.

*Working Capital Finance.

*Loan Syndication

* Underwriting & Bridge Financing.

* Trade Finance .

* Industrial Finance.

*Foreign Currency Deposit A/C.

* NFCD(Non Residence Foreign Currency Deposit A/C ).

* RFCD(Resident Foreign Currency Deposit Account)

*Consumer Credit Scheme.

* Locker Service

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 Chapter-3

Theoretical Aspects

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3.1 GENERAL BANKING DEPARTMENT

General Banking is the starting point of all the banking operating. General Banking department
aids in taking deposits and simultaneously provides some ancillaries services. It provides those
customers who come frequently and those customers who come one time in banking for
enjoying ancillary services. It is the department, which provides dayto-day services to the
customers. Every day it receives deposits from the customers and meets their demand for cash
by honoring cheques. It opens new accounts, demit funds, issue bank drafts and pay orders etc.

3.2 CASH MANAGEMENT DEPARTMENT

Cash section demonstrates liquidity strength of a Bank. It is also sensitive as it deals with liquid
money. It is the most important department that is contributing to the earning of the bank in
terms of goodwill and customer satisfaction with their quality and prompt services. Cash
department of UCB Corporate Branch is well equipped and decorated. There is also electronic
counted machine and computers with online system in this department. Balance of account can
be seen with few seconds. So cash payment can be made very promptly. Transaction involving
cash is called cash transactions. The cheques/ instrument / vouchers which are paid in cash
over the counter are cash transactions. It has two types of services:

* Cash Receipt.

* Cash Payment.

Cash Receipt:

The depositor will use the prescribed deposit slip supplied by the bank to deposit
cash/cheques/ demand draft/ pay order etc. All cash receipt voucher shall be received by the
teller.

Cash Payment

At this counter cash is paid to the customer on demand by placing a cheque over counter.

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3.3 On-Line Banking Operations

The UCBL has 154 branches and all transactions among the branches are done through Online.
UCBL uses customized software for its day to day transaction. The activities are:

* Deposit cash in any branch in any account.

* Withdraw cash from any branch.

* Transfer from any account to any branch.

There are several charges for online transaction. Such as-

Amount Commission (TK) VAT (TK)

1-50000 Nill Nill
Tk.50001-100000 50 8
Tk.100001-1000000 100 15

Above 1000000 200 30

Within City Transaction charges:

Amount Commission (TK) VAT (TK)

1-50000 Nill Nill
Tk.50001-100000 25 4
Tk.100001-1000000 50 8

Above 1000000 100 15

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3.4 ACCOUNT OPENING DEPARTMENT

Responsibility of the customer service starts with opening of new account in the name of new
customer. This is the starting point of a relationship between the banker and the customer. By
opening an account, the bank bridge it‟s customer to avail the facilities provided by the bank.
The activities of account opening department include:

 Opening new accounts.

 Cheque book issue.
 Debit card issue.
 Closing of accounts.
 Account Transfer.
 Activation of dormant account Stop payments of cheques.
 Account enquiry.
 Issue notice to dormant account holder.
 Transaction statement.
 Bank solvency and other certificates.
 Other services.

Types of Account UCBL has several types of deposits for its customers Like.

Savings Bank (SB) Account

This deposit account is basically for the small scale savers as well as for the service holder who
wants to open a salary account. The main goal is to encourage the saving habits among the
customers. Interest is paid on this account. UCBL offers 4.5% rate of interest for SB accounts.

Current Deposit (CD) Account

It is popular known as Current Account. Any individual, company, firm, can open this type of
account in its own name. The bank requires some necessary documents to open this type of
account. This is non-interest bearing account. Bank doesn’t pay any interest to CD account
holders. Businessmen and the companies are the main customers of this account. The bank
provides overdraft facilities. The initial deposit is depending on the type of the account holder’s
transaction. One can deposit Tk2000 initially or Tk 5000 or as much as he/she can.

Short Term Deposit (STD) Account

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This is opened and operated for short time (7 to 90 days) and for specific purpose. It is also an
interest bearing account and where rate of interest is generally below the savings rate.
Generally this account is opened by the firms/persons who want liquidity and some return
simultaneously on their deposits. One can withdraw his or her account on special notice.
Customer deposit money for a short time period. UCBL offers 4.5% interest rate on Short Term
Deposit.

3.5 Fixed Deposit Receipt (FDR)

Account Individuals, Firms, Companies, Associations may open this account. The deposit is
taken for a specific fixed period of time, such as 3 months, 6months, 1-year etc. There are few
schemes UCBL is offering its customers. Such as-

Monthly Savings Schemes.

 Deposit Pension Scheme Plus.

 Money Multiplier.
 Money Maximize Scheme.

3.6 Types of customers generally open accounts with banks

 Individuals
 Proprietorship firms.
 Partnership firms(registered & unregistered).
 Private limited companies .
 Public limited companies.
 Multinational companies.
 Public sector corporations Municipalities/municipal corporations/local bodies etc.
 Club/societies/associations/school/colleges/universities etc.
 Trustees.
 Wage earners.

3.7 Letter of Thanks:

After completing all the formalities of opening an account, a letter of thanks is send to the
address of the customer. If letters addressed to customers, introducers or referees are returned
undelivered or not satisfactorily responded, then no service should be provided to the
customer unless specifically approved by the Branch Manager.

3.8 Letter of Welcome:

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Letter of welcome send to the potential customer to let them know about the latest offer of
UCBL. Cheque Book Issue: When the customer comes to bank with acknowledgement, the bank
provides the cheque book. It takes three to seven days from the date of A/C opening to provide
a cheque book to the customer.

Debit Card Issue:

United Commercial Bank offers debit card facilities to its customers. It‟s an alternative to
cheque book. A customer can withdraw cash from his account without coming to the bank from
the ATM booths of his own bank as well as from that of the others. If a customer demands
debit card along with the cheque book, the bank asks them to fill in a form and inform the
customer of the time required to supply the debit card. On the mentioned date the bank
provides the debit card and informs the customer how to operate it (if necessary).

3.9 Account Closing:

Account closing is also done by account opening division. The customer may close his/her/their
account(s) at any time giving notice to the bank. Similarly, the bank on genuine ground may
close customer(s) account giving reasonable notice for the action or without any notice if the
conduct of the account is not satisfactory to the bank or any reason(s) whatsoever. In either
case, bank will realize a minimum closing charge from the customer‟s account.

3.10 Account Transfer:

Account opening department also transfers account from one branch to another on
customer‟s request. The steps are:

1. Application for account transfer

2. The customer(s) shall surrender the unused cheque books/leaves along with the requisition
slip and other materials (if any) supplied by the bank for operation of the account.

3. Verification of signature and approval of operation head.

4. Inform the respective branch.

5. Forward the documents.

6. Close the account.

Dormant Account Activation:

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An account is considered or classified as “Dormant” if the account remains inoperative for six
months. To activate dormant account-

1. Account holder must come to bank and fill up an activation form.

2. Signature verification and approval of operation head.

3. Activation of account.

Bank Account Statements and Certificates:

All types of bank statements and certificates such as solvency certificates, income tax
certificates, B.O. certificates etc. are issued by the bank in favor of the customers. As per
customer‟s instruction the bank dispatch the account statement/advice to his/her/their
address. Moreover, on customer‟s request, bank provides statement and certificates related to
the account.

3.11 ACCOUNT BILLS & REMITTANCE DEPARTMENT

Remittance is one of the important items of bank business. Now a day business person cannot
run his business without bank remittance facilities. Sending some money from one station to
another through banking channel is called remittance. Remittance may be both local and
foreign. The main instruments used for local remittance of fund are:

 Pay Order (PO)

 Demand Drafts (DD).
 Telegraphic Transfer (TT)

3.12 Pay Order (PO)

Payment order is meant for making payment of the bankers own of the customer’s dues locally
and not for affecting any remittance to outstation. In a sense, the payment order is used for
making a remittance the local creditors.

Issuance of Pay Order

PO issuance thereof Upto

Tk. 1000/- Tk. 25/- Above

Above Tk. 1000/- but not exceeding Tk. 1.00 lac Tk. 50/-

Over Tk. 1.00 lac but not exceeding Tk. 5.00 lac Tk.75/-
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Over Tk. 5.00 lac Tk.150/-

Cancellation Charges of We
United PO Achieve Tk.50/-per instance

Charges for issuance of Duplicate Instrument Tk. 100/- per instanc

3.13 Demand Draft (DD)

A bank draft is an order to pay money drawn by one office of the bank on other office up on
other office of the same bank for a sum of money payable to order on demand. A bank draft is
an order by one branch to another branch of the same bank outside the clearing zone.

3.14 Issuance of Demand Draft

Issuance procedure of Demand Draft is same as of Pay Order.

Issuance of Duplicate PO/DD If the customer wants to issue a duplicate DD, than customer is
asked to do the following formalities:

 Making a general diary (GD) in the nearest Police Station.

 Furnishing an Indemnity Bond in Tk.50/= stamp.

The banker immediately marks “Stop Payment” in the register after receiving the application
from the customer and a duplicate PO/DD is issued.

3.16 Telegraph Transfer (TT)

Sometimes the remitter of the fund requires the money to be available to the payee
immediately. In that case, the banker is requested by him to remit the funds telegraphically.
Here fund is transferred through the aid of Test Key Materials and SWIFT. TT can be both
foreign and local. On received of TT massage test number should be checked immediately. Then
voucher to be passed through register duly authenticated by authorized officials.

DD/TT issuance thereof

Commission @0.10%Minimum
Tk. 50/-
Cancellation Charges of DD/TT Tk.50/-per instanc

Charges for issuance Tk. 100/- per instance

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 of Duplicate Instrument
15% VAT on commission earning

Crossing of Cheques and Endorsement

Cheque

Cheque is a negotiable instrument. Cheques can be of two types:-

 Open or Uncrossed Cheque.

 Crossed Cheque.

Open Cheque:

An open cheque is a cheque which is payable at the counter of the drawee Bank presentation
of the cheque.

Crossed Cheque:

A crossed cheque is a cheque which is payable only through a collecting banker and not directly
at the counter of the bank. There are two mode of crossing- General Crossing and Special
Crossing

Endorsement Endorsement is an essential part of day to day work in Bank. A cheque requires
varieties of endorsement like-

 Branch Name.
 Account Number.
 Signature Verification etc.

3.16 CLEARING DEPARTMENT

Clearing Department of a bank performs one of the important jobs of general banking division
which centers in clearing of cheques. As such, the clearing department eases, fosters and
ensures the receipt and transfer of payment on behalf of its customers. In this respect the
activities of clearing department are sensitive one since the credibility of the bank to the
customers relies on the smooth, efficient and effective functioning of the department.

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 Clearing department divides the cheques deposited for clearing into two – inward cheques and
outward cheques. Inward cheques are those placed by different bank branches and which are
issued by the account holder of that very branch (i.e. inward cheque receiving branch).
Outward cheques are those deposited in particular branch of a bank and which are issued by
the account holder of the other banks. In other words, inward cheques for a particular bank
branch are those which they receive from the Bangladesh Automated Cheque Processing
System (BACPS) and for which branch customers‟ account will be debited. On the other hand,
outward cheques are those which a bank branch places to the Bangladesh Automated Cheque
Processing System (BACPS) and for which the bank customers‟ account will be credited on
realization of the fund through clearing.

Clearing Session

Clearing Window Presentation Return Settlement

Regular value 1.00 pm 5.00 pm 5.01 pm
High value 12.00 pm 4.00 pm 4.01 pm

3.17 Items and Instrument Eligible for BACPS

 Savings Account Cheque.

 Current Account Cheque.
 Banker‟s Cheque .
 Cash Credit Account Cheque.
 Dividend Warrant.
 Demand Draft.
 Gift Cheque.
 Interest Warrant.
 Refund Warrant.
 Pay Order.
 Govt. Cheque.
 Credit Card Cheque.
 Foreign Taka Demand Draft.
 Fractional Dividend Warrant.

3.18 MY WORK RESPONSIBILITIES AT UNITED COMMERCIAL BANK

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As an intern I had started my internship program at United Commercial Bank from 6 Augest ,
2015 .The duration of my internship was three months. During those time period I got enough
opportunity to work in different segments of general banking division in the corporate branch. I
am grateful to many people in the branch for giving me their valuable time and explaining me
about my responsibilities during those three months. As a fresher in the corporate world those
people whom were appointed as an employee at UCBL helped me a lot to understand the
environment. They played vital role to guide me about my responsibilities.

From the first day at office I was warmly welcomed by the officers over there at the corporate
branch. Firstly officer Resve Sultana Tanny introduced me to the necessary papers, the daily
important documents. Then my responsibility was to file up them according to the serial and
keep a record in the Computer. I was appointed to file the document for some days.

Then I was welcomed by the account opening officer Mr. Jahangir Hossain and Mr.Sajjad
Mahbub ,there I had learnt how to deal with the customers, how to give them quick service,
how to fill up the forms and what are the mandatory documents needed for opening an
account ,how to fill up the kyc,how to use and update the information into the bank ultimus,
how to issue cheque book, and after delivering the cheque book to the customer how to
authorize for using the cheque book by the banks personal software, and how to calculate the
charge which will be deduct from the customer‟s account for issuing cheque books at UCBL.
Then I have done all those things with the help of the officers. Then I worked under the clearing
section where I had learnt how to give posting the inward collection as well as the outward,
how to cut the charges for the cheques.There my responsibility was to serve the customers as
early as possible according to their demand to the bank.

I was also welcomed by the clearing department junior officer S. M. Nahian & Tahmina Tania
there the officer taught me how to give posting to the cheques (the branch cheques, online
transfers, credit card cheques) into the bank ultimus.There my responsibility was to give
posting to the different cheques into the bank software and then the officer check my posting
and match it with his one then he give posting the high value first and then the low value. Then
I was welcomed by the debit card section officer Mr. Mahabub, there I had learnt how to input
the information into the website, how to do LBC, how to receive the card cheque etc.my
responsibility was to receive the cheques, check the card cheques, write the details of card
cheques ( LBC) to the card division .

then I learned about the remittance section from the officer named Tahmina Tania where she
taught me how to receive cheques, how to do pay orders, what are the essentials for the
cheques etc.There my responsibility was to collect the cheques from the clients, check the

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cheques,and do pay order according to the demand of the customers. Sometimes I had to
update the fixed deposit forms, so last but not the I got an opportunity to work there and also
lucky for getting such a friendly working environment.

Last but not the least I want to say I am really grateful to General Banking Division of UCBL
(Corporate Branch) and my special thanks to the operation manager and the manager of the
branch for granting me and allowing me to do my internship report.

3.19 STATEMENT OF THE PROBLEM

Service quality plays a vital role in a service industry to gain the optimum level of customer
satisfaction. For a bank especially for the private bank it is a mandatory to bond a relationship
with their customers through their products and services as the maximum profit of the
organization depends on their services. The topic that I have selected for my internship report
is an advanced working report on service quality perspectives and customer satisfaction on
general banking activities of United Commercial Bank Limited. So, I am working in the general
banking department of United Commercial Bank limited, Corporate Branch to gain knowledge
and collect all the necessary information’s to complete my report successfully. I hope the report
will help to find out the satisfaction level of customers as well as the importance of the
customers satisfaction for a private bank and also help to improve the licking’s of the United
Commercial Bank Limited.

3.20 PURPOSE OF THE STUDY

The main purpose of the study is to find out the relationship between the service qualities and
the customer satisfaction for a private bank under working as an intern on the general banking
sections of United Commercial Bank (Corporate Branch).And also find out the problems which

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are hampering the customers and the lickings of the branch to gain the optimum customer
satisfaction by providing their best services.

3.21 LITERATURE REVIEW

Service quality is commonly noted as a critical prerequisite for establishing and sustaining
satisfying relationships with valued customers. Satisfaction represents a modern approach for
quality in enterprises and organizations and serves the development of a truly customerfocused
management and culture. Customer satisfaction is a key and valued outcome of good marketing
practice. According to Drucker (1954) the principle purpose of a business is to create satisfied
customers. In addition, specific tools for measuring customer satisfaction have been developed
in the past, including SERVQUAL (Parasuraman, Berry, and Zeithaml 1988, 1991).

Thus, there exists an ample literature on which to draw when attempting to measure customer
satisfaction. Zeithaml et. al (1993) provided some detail factors in their research that some
factors like Reliability, Responsiveness, Assurance, Empathy, Tangibility define a greater
amount of customer satisfaction.

The association between service quality and customer satisfaction has emerged as a topic of
significant and strategic concern (e.g. Bolton and Drew, 1991; Cronin and Taylor, 1992; Taylor
and Baker 1994). Peripheral aspects, such as supplier responsiveness to customer inquiries,
appeared to influence how customers evaluated a core product as well as their overall
satisfaction (Goodman et. al, 1995).

The subject of continued (and considerable) debate in the marketing literature, the distinction
and association between service quality and customer satisfaction remains at the forefront of
many academic- and practitioner-oriented research endeavors (e.g. Anderson and Fornell,
1994;Brown and Swartz, 1989; Spreng and Mackoy, 1996). Service quality is an important
indicator of customer satisfaction (Spreng and Mackoy, 1996)

Customer loyalty to profitability. An estimate of the effects of increased customer satisfaction

on profitability suggests that attainable increases in satisfaction could dramatically improve
profitability. (Roger Hallowell, 1996)

Measuring customer satisfaction offers an immediate, meaningful and objective feedback about
clients‟ preferences and expectations. In this way, company‟s performance may be evaluated
in relation to a set of satisfaction dimensions that indicate the strong and the weak points of a
business organization. (Mihelis et al, 1999).

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In a Meta analysis with empirical evidence of customer satisfaction, it is also found out that
tangibility should present to measure the overall customer satisfaction (Szymanski et. al, 2001).

This makes it possible to hold customer satisfaction programs accountable, in the way that
other business programs are held accountable, by forcing them to demonstrate their benefits
with respect to bottom-line profitability loyalty and retention of customers also depend on the
overall customer satisfaction. (Rust & Zahorik, 2002).

Empathy also measures the overall customer satisfaction in different sectors. (Balasubramanian
et. al, 2003).

Tantakasem and Lee says that today‟s the strategy of service related industry is to win the
customer satisfaction by providing superior service. This study enhances the relationship
between customer satisfaction and service quality. If the customer is fully satisfied then he will
be loyal with the bank otherwise he will switch off to that bank which provides the better
services. Gremler and W.Brown describes that business are not concerned only with attracting
and satisfying customers but also to maintain a long-term relationship with the customers.
When the customer is satisfied with the banks services then ultimately he will maintain his
business terms with the bank and ultimately the profit of bank will also increase.

Cohen et al (2006), studied on “Consumer Satisfaction: A Study of bank Customer retention in

New Zealand.” The study exposed positive marks by the respondents as factors that would
influence their decision to stay with or leave their current banks. The most important construct
was customer satisfaction, followed by corporate image and switching barriers. Results of this
analysis have also shown that as the age of customers increases, so too does the propensity to
stay with their current banks. In addition, respondents with higher education are most likely to
switch banks perhaps because highly educated consumers tend to have greater expectations of
services. Gender and income appear not to have significant association with the respondents‟
intention to stay with or leave their service providers.

3.22 CONCEPTUALFRAMEWORK

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3.23 RESEARCH QUESTION

commercial bank?
Figure: Conceptual Framework of the study

3. Does assurance have any impact on customer satisfaction in the context of united
commercial bank?
g
n
T
p
m
E
c
u
s
A
y
t
lia
e
R
1. Does reliability have any impact on customer satisfaction in the context of united commercial
bank?

2. Does responsiveness have any impact on customer satisfaction in the context of united

4. Does empathy have any impact on customer satisfaction in the context of united commercial
bank?

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28
5. Does tangible have any impact on customer satisfaction in the context of united commercial
bank?

HYPOTHESIS

Based on the research question the following hypothesis has been developed:

1. Reliability has impact on customer satisfaction in the context of united commercial bank.

2. Responsiveness has impact on customer satisfaction in the context of united commercial

bank.

3. Assurance has impact on customer satisfaction in the context of united commercial bank.

4. Empathy has impact on customer satisfaction in the context of united commercial bank.

5. Tangibles have impact on customer satisfaction in the context of united commercial bank.

VARIABLES FOR THE RESEARCH

In this study, the dependent variable is “Customer satisfaction”. To finds out the dependency of
this variable, 5 independent variables are selected. These independent variables are: Reliability,
Responsiveness, Assurance, Empathy and Tangibles.

RELIABILITY: DELIVERING ON PROMISES

Of the five dimensions, reliability is the most important determinant of perceptions of service
quality. Reliability is defined as the ability to perform the promised service dependently and
accurately. In its broadest sense, reliability means that the company delivers on its promises-
promises about delivery, service provision, problem resolution and pricing. Customers want to
do business with companies that keep their promises, particularly their promises about the
core service attributes.

RESPONSIVENESS: BEING WILLING TO HELP

Responsiveness is the willingness to help customers and to provide prompt service. This
dimension emphasizes attentiveness and promptness in dealing with customer requests,
questions, complaints and problems. Responsiveness is communicated to customers by the
length of time they have to wait for assistance, answers to questions or attention to problems.

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Responsiveness also captures the notion of flexibility and ability to customize the service to
customer needs.

ASSURANCE: INSPIRING TRUST AND CONFIDENCE

Assurance is defined as employees‟ knowledge and courtesy and the ability of the firm and its
employees to inspire trust and confidence. This dimension is likely to be particularly important
for services that the customer perceives as involving high risk and about which they feel
uncertain about their ability to evaluate outcomes.

EMPATHY: TREATING CUSTOMERS AS INDIVIDUALS

Empathy is defined as the caring, individualized attention the firm provides its customers. The
essence of empathy is conveying, through personalized or customized service, that customers
are unique and special. Customers want to feel understood by and important to firms that
provide service to them. For example, personnel at small service firms often knowcustomers by
name and build relationships that reflect their personal knowledge of customer requirements
and preferences.

TANGIBLES: REPRESENTING THE SERVICE PHYSICALLY

Tangibles are defined as the appearance of physical facilities, equipment, personnel and
communication materials. All of these provide physical representations or images of the service
that customers, particularly new customers, will use to evaluate quality.

CUSTOMER SATISFACTION:

Kotler (2000) defined satisfaction as: “a person’s feeling of pleasure or disappointment

resulting from comparing a product’s perceived performance (or outcome) in relation to his or
her expectations”. Customers are treated as the king of the market place and there are a huge
number of marketers who are trying to successful either by market share of by other measures
such as profitability, market growth etc. The term Customer Satisfaction is frequently used in
marketing. Customers have expectations of products and services in their Minds. If the products
or services of a company meet the customer’s expectations they are Satisfied. The aim of most
marketers in today’s market place is to delight the customers. That is to exceed the customer
expectations by a greater degree and delight them. In this research Customer Satisfaction is the
Dependent Variable which depends on the independent variables mentioned above.

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 METHODOLOGY

RESEARCH DESIGN

Research design is a framework or blueprint for conducting the marketing research project. It
specifies the details of the procedures necessary for obtaining the information needed to
structure and solve marketing research problems.

A. TYPE OF RESEARCH DESIGN

In this study, Descriptive research design has been applied to identify the factors related to
customer satisfaction of a private bank named United Commercial Bank.

b. INFORMATION NEEDED

In order to measure the customer satisfaction of UCBL, bank account holders have been used.

c. DATA COLLECTION

To conduct the study, both primary and secondary data were used and collected from different
sources. To collect primary data a set of questions were answered by the customersPrimary
data sources were students, service holders, businessmen and housewives. In contrast,
Secondary data sources were literature reviewed.

d. SCALING TECHNIQUE

To analyze the data collected through survey method, 5(five) point Liker scale was used. Using
this scale, how the customer appreciates the services was measured to evaluate the
significance of those.

e. QUESTIONNAIRE DEVELOPMENT & PRE-TESTING

A questionnaire with 15 (fifteen) questions was developed for obtaining quantitative primary
data in this research. It had been pretested on 5 respondents before final data collection for
more accuracy. All the questions were basically represent the scale (1 to 5).It depends how they
were agree with the service facilities, its charges and so on.

SAMPLING TECHNIQUES

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The sample was selected for this study based on the interviewers‟ convenience. Therefore, the
sampling technique can be termed as „Convenient Sampling‟ which belongs to „Nonprobability
Sampling Technique‟ category.

SAMPLE SIZE

The sample size was 30. And the whole survey was conducted with the customer who have an
account in the corporate branch or who has any business relation with the corporate branch of
United Commercial Bank (UCBL).

SOURCES OF DATA: For collecting the data both primary and secondary sources are used.

Primary Sources:

 Conversation with the customers.

 Discussion with the bank employees.
 Questionnaires survey.

Secondary Sources:

 Banks website.
 Different journals and articles.
 Internet browsing.

DATA COLLECTION METHOD: A quantitative data collection method is used for the research. A
Structured questionnaire is designed. The questionnaire will comprise questions of the
Independent and dependent variables. Each item will be rated on a liker scale of (1 to 5) which
Ranges on a continuum from poor to excellent, it means how the customer takes the service
and are they satisfied with it.

DATA COLLECTION:

Data Collection Instrument:

A structured Questionnaire is used in this research to collect the data.

Data Analysis:

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The Data Analysis will be done using for an in-depth investigation of the data. Step-wise
regressions are used to test hypothesis and to find out individually which independent Variable
contributes to the dependent variable. SPSS is also used to carry out calculations in some cases.

Questionnaire Design:

The design of the questionnaire is prepared with close-ended questions. These questions were
rated on a five point scale which is given below:

Strongly Agree Agree Neutral Disagree Strongly

Disagree

1 2 3 4 5

Chapter - 4

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 Analysis and Findings

FINDINGS AND ANALYSIS

Hypothesis 1:

Hₒ: Reliability has no impact on customer satisfaction in the context of united commercial bank.

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Hₐ: Reliability has impact on customer satisfaction in the context of united commercial bank.

Variables Entered/Removed

Model Variables Entered Method

Variables Removed

1 Reliability Enter

A. All requested variables entered.

b. Dependent Variable: customer satisfaction.

Model Summary

Model R Square Adjusted R Std. Error of

R Square the Estimate

1 .3.59a .129 .098 .16201

a. Predictors: (Constant), reliability

ANOV A b

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 Model Sum of Mean F Sig
Squares df Squar
e

1 .109 128 .109 4.14 .05a

Regression .735 29 .026 8
n .844
Residual
Total

a. Predictors: (Constant), reliability

ANOV A b

Model Sum of Squares df Mean F Sig

Square

1 Regression .109 128 .109 4.148 .05a

n .735 29 .026

Residual Total .844

a. Predictors: (Constant), reliability

b. Dependent Variable: customer satisfaction

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 Coefficientsa

Model Unstandardized Coefficients Standardized

Coefficients
Sig.
t
B Std.Error BETA

1 (Constant) 1.649 .242 6.822 .000

reliability .201 .099 .359 2.037 .051

a. Dependent Variable: customer satisfaction

Decision Rule:

To reject the null hypothesis, the significance value must be less than the significance level of
0.05

Decision:

The critical P-Value is 0.05 because the confidence interval is 95% and the calculated P-value is
0.051.So,

Calculated P=0.051 > Critical P=0.05

So at 95% confidence interval, the null hypothesis is accepted

It means reliability has no impact on customer satisfaction in the context of United Commercial
Bank. (Source: Discovering statistics using SPSS)

Hypothesis 4:

Hₒ: Empathy has no impact on customer satisfaction in the context of united commercial bank.

Hₐ: Empathy has impact on customer satisfaction in the context of united commercial bank.

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Variables Entered/Removedb

Model Variables Variable Method

Entered
Removed

1 Empathy Enter

a. All requested variables entered.

b. Dependent Variable: customer satisfaction

Model Summary

Model R R Adjuste Std.

Square dR Error of
Square the
Estimate
1 .501a .251 .225 .15019

a. Predictors: (Constant), empathy

ANOVA b

Model Sum of
square F
df Mean Sign
Square
Regression . . .
Residual 212 1 501 14.152 000
Total . .
632 28 005
. 3.067
844 29

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 Coefficients a

Model Unstandardized Standardize t Sig.

Coefficients d
Coefficients
B Std. Error Beta

1 (Constant) 1.765 .125 .005 14.152 .000

empathy .1793 .058 .501 3.067 .005

a. Dependent Variable: customer satisfaction

Decision Rule:

To reject the null hypothesis, the significance value must be less than the significance level of
0.05

Decision:

The critical P-Value is 0.05 because the confidence interval is 95% and the calculated P-value is
0.005.So,

Calculated P=0.005 < Critical P=0.05 So,

at 95% confidence interval, the null hypothesis is rejected.

It means empathy has impact on customer satisfaction in the context of united commercial
bank. (Source: Discovering statistics using SPSS)

Hypothesis 5:

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Model Variables Variables Method
Entered Removed

1 tangiblesa Enter
Hₒ: Tangibles have no
impact on customer
satisfaction in the context
of united commercial bank.

Hₐ: Tangibles have impact on customer satisfaction in the context of united commercial bank.

Variables Entered/Removed b

a. All requested variables entered.

b. Dependent Variable: customer satisfaction.

Model Summary

Model R R Adjuste Std.

Square dR Error of
Square the
Estimate

1 .191a .036 .002 .17041

a. Predictors: (Constant), tangibles

ANOVA b

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Model Sum of df Mean F Sign
square Square

Regression . .313a
031
Residual .031 1 1.057
.029
Total .813 28

.844 29

a. Predictors: (Constant), tangibles.

b. Dependent Variable: customer satisfaction.

Coefficients a

Model Unstandardized Standardize t Sig.

Coefficients d
Coefficients
B Std. Error Beta

1 (Constant) 1.948 .187 10.431 .000

empathy .097 .191 1.028 .313
.094

a. Dependent Variable: customer satisfaction

Decision Rule:

To reject the null hypothesis, the significance value must be less than the significance level of
0.05

Decision:

The critical P-Value is 0.05 because the confidence interval is 95% and the calculated P-value is
0.313.

So, Calculated P=0.313 > Critical P=0.05 So,

at 95% confidence interval, the null hypothesis is accepted.

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It means tangibles have no impact on customer satisfaction in the context of united commercial
bank.(Source: Discovering statistics using SPSS)

Model Variables Variables Method

Entered Removed

Variables
Model Variables Variables Method
Entered Removed

1 tangibles, Enter
responsiveness
, assurance,
reliability,
empathya

Entered/Removed

a. All requested variables entered.

Multiple regression analysis:

By far, we have tested each of the variables individually with the dependent variable. But in
Reality all the variables work together to determine the customer satisfaction (dependent
variable).It is known as multiple regression analysis.

Hₒ: Customer satisfaction is not dependent on the five dimensions of service quality (reliability,
responsiveness, assurance, empathy, tangibles)

Hₐ: Customer satisfaction is dependent on the five dimensions of service quality (reliability,
responsiveness, assurance, empathy, tangibles.

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 Model Summary

Model R R Adjuste Std.

Square dR Error of
Square the
Estimate

1 1.000a 1.000 1.000 .00000

a. Predictors: (Constant), tangibles, responsiveness, assurance, reliability, empathy

ANOVA b

Model Sum of
square F
df Mean Sign
Square
Regression . . .a
Residual .844 5 169
Total .000 24 .000
.844 29 29

a. Predictors: (Constant), tangibles, responsiveness, assurance, reliability, empathy.

b. Dependent Variable: customer satisfaction.

Coefficients a

Model Unstandardized Standardize t Sig.

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 Coefficients d
Coefficients
B Std. Error Beta
1 (Constant) 4.647E-16 .000 .000 1.000
Reliability .200 .000 2.397E8 .000
Responsiveness .200 .000 .358 3.360E8 .000
. .200 .000 .489 3.393E8 .000
Assurance .200 .000 .509 3.706E8 .000
Empathy .200 .000 .562 2.648E8 .000
Tangibles .200 .000 .394

a. Dependent Variable: customer satisfaction

Decision Rule:

To reject the null hypothesis, the significance value must be less than the significance level of
5%.

Decision:

The critical P-Value is 0.05 because the confidence interval is 95% and the calculated P-value is
0. 000. So,

Calculated P=0.000 < Critical P=0.05 So,

at 95% confidence interval, the null hypothesis is rejected.

It means customer satisfaction is dependent on the five dimensions of service quality which are
reliability, responsiveness, assurance, empathy, tangibles. (Source: Discovering statistics using
SPSS.

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 Chapter - 5

Recommendation and Conclusion

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 5.1 CONCLUSION

In conclusion I can say that the level of customers‟ satisfaction of the banks depends on total
service of the bank which is provided by it. If one service is good and another service is too bad
then it is tough to satisfy customers mind and their needs and wants. It means service quality
plays a vital role here to gain optimum number of customer satisfaction. If the customers were
not satisfied then they will be not want to suggest others to open a bank account in the same
organization. In current market segment every bank and financial institution want to provide
their customer better services or rather to say one stop service because if the customers are
not satisfied then they switch the band very easily and for them 1000s of doors are open.

To attract to the regular and potential customers maximum banks are offering new benefited
product to their customers as well as trying to provide some service which was not introduce in
Bangladesh before such as Credit Card, Debit Card, ATM, Real time Online Banking Facility,
Internet Banking, SMS Banking etc. If the organization have the services but do not give the
chance to the customers to utilize any one services of these accurately it will definitely hamper
the satisfaction level. The United commercial bank has already made a place in the market and
has their own reputation in the mind of the customers. They are not only providing the services
but also take care of the customers individually. But through my internship period I saw that
the ATM Booths beside the corporate branch did not give the service properly because of some
internal dispute, though there is the head office along with all the departments, they paid not
too much attention to it. It arises different questions to the mind of the customers, and it also
hampers their reliability perspective somehow. So to gain the overall satisfaction they should
give their whole attention to the customers and give them the optimum priority.

Increasing customer satisfaction has been found to lead to higher future profitability and higher
levels of customer retention and loyalty. Measuring customer satisfaction offers an immediate,
meaningful and objective feedback about clients‟ preferences and expectations. In this way,
company’s performance may be evaluated in relation to a set of satisfaction dimensions that
indicate the strong and the weak points of a business organization. That s ‟ why Forward-
looking companies are finding value in directly measuring and tracking customer satisfaction
(CS) as an important strategic success indicator.

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 5.2 REFERENCES

 Anderson, E.W. and Fornell, C. (1994), “A customer satisfaction research prospectus”, in

Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice,
Sage, Thousand Oaks, CA, pp. 241-68.
 Arora, R. and Stoner, C. (1996), “The effect of perceived service quality and name
familiarity on the service selection decision”, Journal of Services Marketing, Vol. 10,
September.
 Baker, J.A. and Lamb, C.W. (1993),“Measuring architectural design service quality”,
Journal of Professional Services Marketing, Vol. 10 No. 1.
 Baron, R.M. and Kenny, D.A. (1986), “The moderator-mediator variable distinction in
social Psychological research: conceptual, strategic, and statistical considerations”,
Journal of Personality and Social Psychology, Vol. 51 No. 6, pp. 1173-82.
 Berry, L.L. (1980),“Services marketing is different”, Business, May-June.
 Berry, L.L. and Parasuraman, A. (1997), “Listening to the customer - the concept of a
service quality information system”, Sloan Management Review, spring, pp. 65-76.
 Bolton, R.N. and Drew, J.H. (1991), “A multistage model of customers' assessments of
service quality and value”, Journal of Consumer Research, Vol. 17, March, pp. 375-84.
 Boulding, W., Kalra, A., Staelin, R. and Zeithaml, V.A. (1993), “A dynamic process model
of Service quality: from expectations to behavioral intentions”, Journal of Marketing
Research, Vol. 30, February, pp. 7-27.
 Broh, R.A. 1982. Managing quality for higher profits. New York: McGraw-Hill. Buckley, R.
& Caple, J. 2004. The Theory and Practice of Training. 5th edition. London: Kogan Page.
 Carman, J.M. (1990), “Consumer perceptions of service quality: an assessment of the
SERVQUAL dimensions”, Journal of Retailing, Vol. 66, Spring, pp. 33-55.
 Chase, R.B. & Bowen, D.E. (1988), Service quality and the service delivery system: a
 Diagnostic framework. Karlstad, Sweden: Paper read at the Quis Symposium On
Quality in Services, University of Karlstad, and August.

 Churchill Jr, G.A. and Surprenant, C. (1982), “an investigation into the determinants of
Customer satisfaction”, Journal of Marketing Research, Vol. 19, November, pp. 491-504.
 Fornell, C. (1992), “A national customer satisfaction barometer: the Swedish
experience”, Journal of Marketing, Vol. 56, January, pp. 6-21.
 Oliver, R.L. (1993), “A conceptual model of service quality and service satisfaction:
compatible goals, different concepts”, in Swartz, T.A., Bowen, D.E. and Brown, S.W.
(Eds), Advances in Service Marketing and Management, Vol. 2, JAI Press, Greenwich, CT,
pp. 65-85.

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 Parasuraman, A., Zeithaml, V.A., and Berry, L.L. (1985), “A conceptual model of service
quality and its implications for future research”, Journal of Marketing, Vol. 49, Fall, pp.
41-50.
 Patterson, P.G. (1993), “The role of expectations and product performance for a high
involvement product”, Psychology and Marketing, Vol. 10 No. 5, pp. 449-65.
 Taylor, S.A. and Baker, T.L. (1994), “An assessment of the relationship between service
Quality and customer satisfaction in the formation of consumers' purchase intentions”,
Journal of Retailing, Vol. 70 No. 2, pp. 163-78.
 www.ucbl.com
 www.wikepedia.com

Questionnaires

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CUSTOMER SATISFACTION SURVEY – 2015

Please think carefully about all your experience and answer the following questions.

There are several statements below. For each one please places a tick on the scale of (1 to
5).Tick on the boxes below against each statement.

The following scaling techniques have been used for each question in the questionnaire:

1 = Strongly Agree

2 = Agree

3 = Neutral

4 =Disagree

5 = Strongly Disagree

1 Easiness for 1=(Strongly 2=(Agree) 3=(Neutral) 4=(Disagree) 5=(Strongly

depositing and Agree) Disagree)
withdrawing
money from
any branch.
2 Easiness of 1=(Strongly 2 3 4 5=(Strongly
transferring Agree) Disagree)
money from
any bank to
any other
account of
your bank
3 Sufficient 1=(Strongly 2 3 4 5=(Strongly
number of Agree) Disagree)
ATM booths
all over the
country.

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4 1=(Strongly 2 3 4 5=(Strongly
Employees Agree) Disagree)
prompt service
5 Employees 1=(Strongly 2 3 4 5=(Strongly
willingness to Agree) Disagree)
help
customers
6 Informing the 1=(Strongly 2 3 4 5=(Strongly
customers if Agree) Disagree)
there any
change occurs
in their service
7 The behavior 1=(Strongly 2 3 4 5=(Strongly
of employees Agree) Disagree)
instills
confidence in
customer
8 Feeling of 1=(Strongly 2 3 4 5=(Strongly
safety in any Agree) Disagree)
transaction

9 Highly skilled 1=(Strongly 2 3 4 5=(Strongly

employees Agree) Disagree)

1 Employees 1=(Strongly 2 3 4 5=(Strongly

0 give personal Agree) Disagree)
attention to
customer

1 Individual 1=(Strongly 2 3 4 5=(Strongly

1 attention of Agree) Disagree)
bank to
customer
1 Keeping best 1=(Strongly 2 3 4 5=(Strongly
2 interest at Agree) Disagree)
hear

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 1 Modern 1=(Strongly 2 3 4 5=(Strongly
3 looking Agree) Disagree)
equipment
1 Visually 1=(Strongly 2 3 4 5=(Strongly
4 appealing Agree) Disagree)
physical
facility

Raw Table

1.

Strongly agree 5

Agree 30

Neutral 10

Disagree 5

Strongly disagree 0

Strongly agree 15

2. Agree 30

Neutral 5

Disagree 0

Strongly disagree 0

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3.

Strongly agree 20

Agree 25

Neutral 5

Disagree 0

Strongly disagree 0

4.

Strongly agree 15

Agree 25

Neutral 10

Disagree 0

Strongly disagree 0

5.

Strongly agree 20

Agree 15

Neutral 10

Disagree 5

Strongly disagree 0

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6.

Strongly agree 10

Agree 15

Neutral 15

Disagree 10

Strongly disagree 0

7.

Strongly agree 15

Agree 25

Neutral 5

Disagree 5

Strongly disagree 0

8.

Strongly agree 15

Agree 25

Neutral 10

Disagree 0

Strongly disagree 0

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9.

Strongly agree 20

Agree 25

Neutral 5

Disagree 0

Strongly disagree 0

10.

Strongly agree 15

Agree 20

Neutral 10

Disagree 5

Strongly disagree 0

11.

Strongly agree 15

Agree 20

Neutral 10

Disagree 5

Strongly disagree 0

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12.

Strongly agree 15

Agree 15

Neutral 10

Disagree 10

Strongly disagree 0

13.

Strongly agree 20

Agree 25

Neutral 5

Disagree 0

Strongly disagree 0

14.

Strongly agree 15

Agree 25

Neutral 10

Disagree 0

Strongly disagree 0

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 Tk. 5.00 Core and above, Rate of Interest 7.50%

 Rate of Interest 6.00 % p.a. on daily product,

UCB Youngsters’ Savings Account Initial Deposit Tk.100.00
(Junior Account )  Any student any age.

UCB Earning Plus Deposit  Tk. 50,000 or its Multiples, For 3 or 5 Yrs.,
Interest Payable in SB/CD/SND Account.
(Monthly/Quarterly Interest Payable) Benefit Quarterly; For (3/5 Years) - Net Taka
1500 per Tk. 50,000.
 Rate of Interest 12.00% p.a.
 Encashment – For < 1 yr – No Interest and For
>1 yr SB Interest Rate + 1%
 Credit Facility available (condition apply)

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UCB Money Maximizer Deposit ( Double Benefit ) Deposit ( Double Benefit )

 Minimum Tk.50,000 and its Multiple but

not Above Tk.25 Lac.
 Tenure 6 Years.
 Encashment – For < 1 yr – No and For >1 yr
SB Interest Rate + 1%.
 Credit Facility available (condition apply)

 Maturity Value Taka– 1 / 5 / 10 Million

 Rate of Interest 12.00% p.a.
 Tenure: (5 – 10 Years) 1 Million, (7 – 12 ) 5
Million and (10 – 15 Years) for 10 Million.
 For 1 Million - Installment Size: For 5 Years
– Tk.12,300, For 6 Years – Tk.9,600, For 7
UCB Multi Millionaire Deposit Years – Tk.7,800, For 8 Years – Tk.6,400 For
9 Years – Tk.5,300 & For 10 Years –
(Monthly Savings Scheme)
Tk.4,500.
 For 5 Million - Installment Size: For 7 Years
– Tk.38,700, For 8Years – Tk.31,800, For 9
Years – Tk. 25,500, For 10Years –
Tk.22,350, For 11 Years – Tk.19,300 & 12
Years – Tk.16,250.
 For 10 Million - Installment Size: For 10
years – Tk.45,250, For 11 Years –
Tk.38,500, For 12 Years – Tk.32,900 For 13
Years – Tk.28,300, For 14 Years – Tk.24,450
& 15 Years – Tk.21,200.
 Credit Facility available (condition apply)
 Size of Installment Tk.100-500.
UCB Multi Millionaire Deposit  Maturity Value Tk.100 against after 5 years
(Monthly Savings Scheme) Tk.8,119 and 10 years Tk.22,251.
 Rate of Interest 12.00% p.a. Maturity
period 5-10 Year.

 Installment Size – Minimum Tk.500 and its

Multiple but not Above Tk.25,000.
UCB Youngsters’ DPS  Maturity Value Tk.1000 against after 5
years Tk.81,189 and 10 years
 Tk.2,22,510
 Tenure: 5 or 10 years. Rate of Interest
12.00% p.a.
 Credit Facility available (condition apply)

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 Maintain and manage Salary Account without
Salary Account Charges for Corporate/ Business Enterprises.

SPECIAL SERVICES:

 On line Banking with our 157 Branches located across the Country.
 ATM Debit Card for Personal Account and Charge Free transactions from our own ATMs and
shared ATM of Dutch Bangla Bank Limited (DBBL) and our ATM Card can be used to any VISA
POS Terminals to meet Shopping needs/payment of Bills.
 Credit Card – Visa Both Local/Foreign and/or Dual Currency in one plastic:
 Locker Service with Insurance Cover (Locker of different Sizes)

CORPORATE CREDIT PRODUCTS

Business/Project Finance Tender Financing

 Short and Mid-Term Loan Facility,

 Working Capital Finance in the  Bid Bond and Performance Guarantee
form of CC (Hypo) or Overdraft  Work Order Financing.
 Hire Purchase and/or Lease Finance
Retail Credit  Hospitalization  Home Loan
 Education Loan  Home Mortgage
 Car Loan Loan  CNG Conversion Loan
 Salary  Marriage Loan  Household Durable
Loan Loan  Doctors Loan Loan
 Travel Loan

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 Chapter - 6

Appendix

6.1 Bibliography :

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  Profile of United Commercial Bank Limited.
 Annual Report of United Commercial Bank Limited 2012-2014.
 Articles of United Commercial Bank Limited.
 Different types of Voucher of United Commercial Bank Limited.
 Several Booklets from United Commercial Bank Limited.
 Several Newsletters from United Commercial Bank Limited.

6.2 Websites :

 www.ucbl.com
 www.bangladeshbank.com
 www.bangladesh-bank.org/circulars
 www.customersatisfactionofUCBL.com
 www.wikepedia.com

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