CUSTOMER SATISFATION ON UNITED COMMERCIAL BANK LTD.

Abstract

“United Commercial Bank Limited” is a well-known private business bank that is working efficiently in the Bangladesh banking industry. UCB is putting forth an exceptionally customized and amicable client benefit. They examine what contemporary needs of the client and offer the administrations that best suit to them. After completion of twelve semester of BBA program of department of Business Administration, United International University, I have completed my internship in the United Commercial Bank limited, one of the largest and renowned bank in Bangladesh. The objective was to analyze satisfaction of customer on UCB bank, how they deal with their customer, customer’s satisfaction level, the bank’s capability to recover load during stipulated time and the management efficiency. This Internship will deliver an immense experience in my BBA life and the report also generates “a concept of diverse products and offerings given by United Commercial Bank Limited”. The key purpose of the report has been understanding of customer satisfaction of UCB bank. This report has been divided into five different chapters which I have learned and observed during my whole internship period. Chapter one is based on the introduction which includes topics like importance of banking in Bangladesh, banking industry of Bangladesh, origin of the report, objectives of the report, methodology and limitation of the study. Chapter two states a brief background of the banking industry and about unite commercial Bank limited. It also includes the overall banking activities, and operational processes. The product and service description also portrait in this chapter. Chapter three is all about the theoretical analyses of City Bank Limited. This chapter includes theoretical overview of customer satisfaction. In this chapter I tried to focus on customers of united commercial bank limited who always want satisfaction, its HR departmental activities and employee’s behavior and outcomes regarding this. Chapter four portraits the analysis of the questionnaire and interpretation of each result which I have surveyed on the employees of UCBL. This chapter also includes the major findings. Finally, chapter five signifies the recommendation and summaries the study by giving conclusion.