INTERNSHIP REPORT

ON
CUSTOMER SATISFACTION OF UCBL BANK

Submitted To:
Humaira Naznin
Senior Lecturer
Faculty of BBS
BRAC University

Submitted By:
Farhana Akman
Batch ID: 13304008
Department of BBS
BRAC University

Date of Submission: 7th December’17

 Letter of Transmittal

Date: 07/12/2017
Humaira Naznin
Faculty of Business
BRAC University

Subject: Submission thesis of customer satisfaction analysis of UCB Bank.

Dear Madam, It is my pleasure to submit the report on “Customer Satisfaction

Analysis of UCB Bank ” that you assigned me as partial fulfillment of my BBA
Degree. In preparing the report I collected and analyzed all the pertinent information.

I have tried my best to analyze the information as comprehensively as possible. Any

shortcoming or flow may arises as I am very much notice in this aspect. I will
wholeheartedly welcome any clarification and Suggestion about any view and
conception disseminated in my report.

Sincerely yours,

Farhana Akman
ID: 13304008
Department of BBS
BRAC University
 Acknowledgement

Through the thesis report program has to be done individually in a sense of

completion the credit hour but it is quite impossible to do alone without the sincere
and outmost co-operation of some individuals. I express an appreciation for their
sincere and wholehearted co-operation in preparing in this report.

I express my deep gratitude to almighty Allah for giving me the strengths &
composure to finish the task within the schedule time.

I would like to thank my supervisor MD GOLAM MOHAMMED and my faculty

HUMAIRA NAZNIN madam of BRAC University. For their guidance, inspiration
and constructive suggestion with the report as well as the period of my thesis report
submission in the university.

In between my report preparation sometimes I got myself out of track & sometimes
clock beats me a lot for the completion of the report. In case of any unwilling &
erroneous presentation we confess & promise to work more sincerely in future.
 Table of Contents

Topic Page No
Chapter-1 01-07
Introduction 01
Background of the Report 02
Objective of the study 03
Methodology of the study 04
Data Sources 05
Data Analysis and Presentation 06
Sample size 06
Limitations of the Study 07
Chapter-2 08-12
Historical Background 08
Mission Statement 08
Management 09
BOARD OF DIRECTORS 09
Strategies, Goals & objectives 10-11
Banks strategy 12
Scrolling 12
Chapter-3 13-30
Theoretical framework 13
Introduction: 13
Service quality and customer satisfaction 14
Expectations and customer satisfaction 14
The ISO guideline 14
Customer satisfaction factors 15
Account maintenance 16
Reliability 16
Responsiveness 16
Assurance 16
Mathematical model 17
Statistics 17
Functions of remittance department 26
Telegraphic transfer (T.T) 26
Pay order 27
Clearing 27
Accounts department 28
General sector 29
Export loan 30
Import loan 30
Chapter-4 31-39
Recommendation and Conclusion
Findings 31
Conclusion 32
References 33
Questionnaire 34-39
 Chapter-1

Introduction:

Consumer satisfaction is an idea that has stirred significant intrigue and verbal
confrontation in the exploration writing on account of the troubles in both
characterizing it and measuring it. Research has demonstrated that high administration
quality contribute essentially to gainfulness. Client benefit quality is tied in with
guaranteeing clients, both inner and outer, get what they need. Consumer loyalty is
the inclination or disposition of a client towards an item or administration after it has
been utilized. Fulfillment and administration quality are regularly regarded together as
elements of client's recognitions and desires. Consumer satisfaction is controlled by
characterizing client impression of value, desires, and inclinations. Estimation
considers examination previously, then after the fact changes, for the area of value
related issues and for the foundation of clear principles for benefit conveyance.
Looking for upper hand, the two specialists and scholastics are enthusiastic about
precisely measuring administration quality with a specific end goal to better
understanding its basic precursor and results, and eventually build up strategies for
enhancing and measuring administration quality.

This venture manages the investigation of consumer loyalty of UCB Bank. The
investigation demonstrates that banking part of Bangladesh is at the developing stage.
Since mid 1990s, after the open market arrangement of the Bangladesh government,
this area has been developing quickly.

1
Background of the Report:

The Banking division of Bangladesh is falling behind in embracing consistent

changes. To flourish well in this evolving condition, improvement of proper
framework is vital as well as implantation of polished skill into preparing
administration is basic.

To finish the aggregate Customer Satisfaction hour of BBA one understudy needs to
finish entry level position programs from any business association and the understudy
needs to present a cover his/her temporary position assignments.

To compose a report it is important to choose a subject. A very much characterized

subject thinks about what will be talked about all through the report. The point that
has been allotted by MD GOLAM MOHAMMED, operation manager,AVP of UCB
bank is "Consumer satisfaction of United Commercial Bank Ltd." I have arranged this
report by the assistance of those courses and by the assistance of my handy encounters
and Knowledge amid the season of Employing at United Commercial Bank Ltd.

2
Objective of the study:

The prime targets of setting up this report is to get pragmatic information which can
help me to cross over any barrier between my addresses or hypothetical learning with
the real practices of Training and Development exercises in associations.

Particular destinations of the report are:

 To satisfy the course necessity of BBA program.

 To gain down to earth learning about Customer Satisfaction rehearses
particularly about exercises of banking segment that will help a considerable
measure of to comprehend the future work life.
 To discover the devices and strategies utilized at UCBL to survey the
requirement for giving preparing Specially the Foundation Training to the
workers.
 To dissect and look at T&D Especially Foundation Training Course in UCBL
Bank with classroom (hypothetical) information.
 To measure the state of mind of workers toward preparing.

3
Methodology of the study:

The strategy of the examination expected information to be gathered at first. The

example estimate has been picked in like manner with a specific end goal to
comprehend what a large portion of the workers think about the preparation program
particularly the Foundation Training Program. We are leading an overview by
utilizing our Questioner among 30 Participant who are as of now utilized in UCBL
Principal Branch. At the point when sufficient information was gathered, was
arranged and shown as rate and portrayed in charts. The example has been looked
over the Principal branch of UCBL, Dhaka. Finally when all the required outcomes
have come, proposals have been made for the HR Department of the Bank.I have
made a questionare to make a survey.i did a survey among 100 customer and get their
views.

4
Data Sources:

The study began with the collection of primary and secondary data.

Primary sources:

• Verbal Interview
• Questionnaire
• Discussion

Secondary sources:
• Articles
• Newspapers
• Magazines
• Internet
• Annual report of UCBL.

Primary Data Collection:

Essential information was gathered through formal and informal meeting. Formal
meeting was led through a survey, which involved close ended and likert scale
questions. Legitimate consideration has been given in writing and printing of the
questionnaire to make it more client’s user friendly.

Secondary Data Collection:

Optional sources are distinctive articles, daily papers, magazines, Internet, yearly
report of UCBL, direction round of Head office and Brochures of the Banks. Past
reports, class papers et cetera.

5
Data Analysis and Presentation:

After completing the survey I did the analysis of the questionnaire by the help of
Simple descriptive statistical analysis using Microsoft Office Excel 2007 showing
data on graph, pie chart, bar chart etc.

Sample size:
A questionnaire survey has been conducted among 20 employees of UCBL, to
understand the comparison of effectiveness of the training and development practice
managed by the Banks. Among the respondents 10 employees were from, General
Banking Department, 05 Employees from Clearing Department 05 employees were
from Credit Department of Principal Branch of UCBL.

6
Limitations of the Study:

Each procedure as a rule conveys restrictions with it. This investigation isn't a special
case. While setting up the report obstacles that I faced in gathering data are the
following-
 There was an absence of sufficient primary and secondary data.
 Company did not give me the genuine data, which was expected to investigate
the present market situation of the organization. For their limitation they give
me rough data.
 Due to time and cost limitations, the examination will undoubtedly be
gathered in chosen ranges of the Bank. To proceed with contemplate in such a
tremendous territory requires a major ordeal of time. As a Student I just had
Very few time since I am a regular employee of UCBL dhanmondi Branch, so
I didn't t have enough time to work more for my report.
 Although I have gotten wholehearted collaboration from the representatives,
they couldn't oversee enough time to manage my report.
 Sufficient books, distributions, statistical data points are not accessible; these
requirements limited the extent of exact examination.
 UCBL's site is in under development, so data isn't accessible there and I
neglected to gather essential data for my report reason.
 It is exceptionally hard to check the precision of the gathered information.

Despite the fact that, there are a few restrictions I have attempted my best to gather
satisfactory information and data to make the report important.

7
 Chapter- 2

Historical Background:
UCB bank started its operation in the mid of 1983 and has since been able to establish
the largest network. There are in total 84 branches as on 01.03.2003 among the first
generation banks in the private sector. Ucb bank is sponsored by some dynamic and
reputed entrepreneurs and eminent industrialists of the country and also participated
by the Government. They operate their bank from their head quarter which is in
gulshan.
The ucb Bank has already made a distinct mark in the Private Sector of banking
through personalized service, innovative ideas, dynamic approach and effective
management. The Bank, aiming to play a leading role in the economic activities of the
country by focusing on understanding and fulfilling customer needs.

Mission Statement:
We shall be at the top of national economic development by:
 Setting up a world class standard in conveying client esteem with the help of
thorough item extend client administration and every one of our exercises.
 Maintaining the most elevated moral benchmarks and a group duty deserving
of a main corporate subject.
 Anticipating business arrangements required by every one of our clients all
over the place and nominative providing them past desire.
 Continuously enhancing efficiency and gainfulness, and subsequently
improving investor esteem.
 Building an energizing group based workplace that will pull in, create and
hold representatives of excellent capacity.
 Wants to be one of the pioneer among banks in Bangladesh and make its
permanent stamp dynamic accomplice in provincial managing an account
working past the national limit.

8
Management:

The ucb Bank has in its management a combination of highly skilled and eminent
bankers of the country who are of varied experience and expertise successful.they are
led by Mr. M. Shahjahan Bhuiyan, who is a dynamic banker, as its Managing
Director.there are well educated young, energetic and dedicated officers in ucb bank
working with missionary zeal for the growth and progress of the institution.

BOARD OF DIRECTORS
Chairman
Mr. Md. Jahangir Alam Khan
Vice Chairman
Mrs. Qamrun Nahar
Director
Mr. Zafor Ahmed Chowdhury
Hajee Younus Ahmed
Mr. M.A. Hasem
Mr. Sabbir Ahmed
Mrs. Monoara Jahangir
Mr. Sharif Zahir
Mr. Kazi Enamul Hoque
Mr. Md. Nayeem Kalam
Mr. Showkat Aziz Russell
Mr. Riyadh Zafar Chowdhury
Mr. Ahmed Arif Billah
Mr. Humayun Kabir Ahmed
Mr. Aziz-Al Mahmood
Mr. Md. Tanvir Khan
Mr. Dulal Abdul Hafiz (Govt. Director)
Ms. Farhana Akhter
9
Mr. Aziz-Al-Masud
Mr. Kaiser Ahmed
Managing Director
Mr. M. Shahjahan Bhuiyan
Secretary
Mirza Mahmud Rafiqur Rahman
Executive Committee of the Board
Chairman
Mr. Hajee M.A. Kalam
Directors
Mr. Md. Jahangir Alam Khan
Mr. Hajee Younus Ahmed
Mr. Showkat Aziz Russell
Mr. Shabbir Ahmed
Mr. Sharif Zahir
Managing Director
Mr. M. Shahjahan Bhuiyan
Audit Committee
Mr. Showkat Aziz Russell (Convenor)
Mr. Kazi Enamul Haque (Member)
Mr. Humayun Kabir Ahmed (Member)

Strategies, Goals & objectives:

Strategies:
 Utilize every single accessible asset to create different arrangement,
strategies and systems in each of the target and objective zones.
 Synchronized and the unfaltering development of the bank.
 Implement designs and methods.
 Utilize the group of expert workers and employees.

10
Goals:
 Develop fitting loaning hazard appraisal framework.
 Develop capital arrangement.
 Develop a framework to make great advances.
 Develop fitting mgt. structure, framework, systems and methodologies.
 Develop a course of action for offering better customer advantage.
 Develop a viable store arrangement outline.
 Develop logical MIS to screen banks exercises.

Business Objectives:

 Ensure 100 % recuperation of all advances.

 Ensure a fulfilled work compel.
 Make sound credit and speculation.
 Build up a minimal effort subsidize base.
 Meet capital ampleness enrollment at constantly.
 Focus on charge based salary.
 Install a logical MIS to screen Banks exercises.
 Adopt a fitting administration innovation.

11
Banks strategy:
United commercial bank restricted goes for perfection and is resolved to investigate
another skyline of keeping money and giving an extensive variety of value items and
administration.

It is a bank for the average folks which includes businessperson and experts. It
expects to present with quality at a value focused to anybody in the monetary market.
It would always continue investigating the necessities of the customers.

So the United commercial bank constrained should likewise build up an energetic and
overflowing administration group innovation sound and rich in encounter. They
would work as an inseparable unit with energy and eagerness to accomplish the target
of the bank in the upcoming new thousand years.

Scrolling :

Scrolling is not that much important. Although few of the banks maintain scroll
system for their own safety. If a client wants to deposited money in his account he
must go to the scroll officer. Scroll officer at first see the a/c no, name, signature and
amount are put in the deposit book properly. After that scroll officer entry the amount
in the scroll registers. Then the serial number is put on the deposit book

12
 Chapter-3
Theoretical framework
Introduction:
Consumer satisfaction is where an association can access to where client is searching
for and where they are fulfilled. They can make feel them more charming in those
regions where they discover fulfillment. In this answer to discover fulfillment level,
select key certainties where we can discover consumer satisfaction level of United
Commercial Bank Limited. We pick validity of bank; conduct of worker's to know
about viewpoint affect Bank in seeing client mind. Then again, for the everyday
certainty which clients look because of manage banks, similar to arrange proficiency,
mechanical magnificence, holding up time to get benefit are the key criteria. On the
premise of that, we experience to reach to discover consumer loyalty level of United
Commercial Bank Limited. In here, it likewise important to think about brand picture
of United Commercial Bank Limited. It needs to whether clients are connected
validity of the manage an account with different certainties or not.

Service quality and customer satisfaction:

There is a lot of exchange and contradiction in the writing about the refinement
between benefit types and fulfillment. The administration quality see fulfillment as a
forerunner of administration quality - fulfillment with various exchanges "rot" into a
general mentality to benefit quality. The fulfillment school holds the inverse view that
evaluations of administration type prompt a general mentality towards the
administration that they call fulfillment. There is clearly a solid connection between
consumer loyalty and client maintenance. Client's impression of service quality type
and customer satisfaction of item will decide the accomplishment of the item
otherwise administration.
In event that experience of the administration extraordinarily surpasses the desires
customers had of the administration then fulfillment will be high, and the other way
around. In the administration quality writing, impression of administration
conveyance is measured independently from client desires.

13
Expectations and Customer Satisfaction:
expectation have a focal part in affecting fulfillment with administrations .These
thusly are controlled by an extensive variety of components bring down desires will
bring about higher fulfillment appraisals for any given level of administration quality.
This would appear to be sensible; for an illustration poor past involvement with the
administration or other comparable administrations is probably going to bring about it
being less demanding to charmingly astonish clients. In any case, there are
unmistakably conditions where negative assumptions of a specialist co-op will prompt
the lower desires, yet will likewise make it harder to accomplish high fulfillment
appraisals - and where positive predispositions and elevated standards make positive
evaluations more probable. The desires hypothesis in a great part of the writing in this
way is by all accounts a misrepresentation.

The ISO Guideline:

Estimation of Customer loyalty is another and critical expansion to the new ISO9000:
2000 standard. Associations confirmed to this level of quality are presently needed to
distinguish parameters that reason consumer loyalty or disappointment and
intentionally measure them. We can't make customer loyalty just by knowing client's
necessities completely in light of the fact that these must be met regardless. However
missing the mark is sure to make disappointment.

“One of the estimations of the execution of the Management System, the associations
might screen data identifying with client recognition in the matter of whether the
association has met client prerequisites. The strategies for acquiring and utilizing this
data might be resolved".

Attributes of customer satisfaction can be summarized as:

* Product type
* substance Packaging
* Keeping delivery promises
* product Price
* the ability to resolve complaints and reject reports
* Overall exchanging information, accessibility and way of thinking
14
Real general fulfillment measure, comprising of four subscales: normal fulfillment
(e.g. You feel glad prescribing the appointed Bank to a companion); Trustworthyness
(e.g. You believe the employee at your branch to do what is best for you);
dependedability (e.g. Solicitations are completed right first time); and polished skill
(e.g. employee have the information to manage any inquiries you have).this is
significantly more hard to measure the limit of execution and fulfillment with regards
to the immaterial desires. One of the approaches to help acquire faithful clients is by
undergo items or administrations that are good to the point that this is next to no
possibility that the client prerequisites won't be met.

Obviously the challenges in ability to understand the genuine client necessities is that
the client can or will transform them without knowing or reason. Having a decent
recuperation system for a disappointed client is an extremely imperative process for
any administration association.

Customer satisfaction factors:

The customer satisfaction factor of UCB Bank has been divided by two ways.

1. Dependent variable:
The dependent variable indicates that the variation of independent factors influences
the dependent factor. In this study the dependent factor is customer satisfaction which
depends on other independent variable of UCB Bank.

2. Independent variable:
The independent variable means that it does not need to depend on dependent factor.
It has the full freedom to do anything. The independent variable of bank are given
below-

15
Account maintenance:

While maintaining account it is listed as the final activity in the selling process, it
really amounts to the beginning of the next sale and, thus, the beginning of a buyer-
seller relationship. In selling situations where repeat purchasing is a goal (compared
to a onetime sale), following up with a customer is critical to establishing a long-term
relationship.

Reliability:

Reliability alludes to the consistency of a measure. A test is viewed as solid in the

event that we get a similar outcome more than once. For instance, if a test is intended
to gauge an attribute, (for example, inner-directedness), at that point each time the test
is regulated to a subject, the outcomes ought to be roughly the same. Tragically, it is
difficult to figure dependability precisely, yet there a few diverse approaches to assess
unwavering quality.

Responsiveness:

The quality of being responsive; reacting quickly; as a quality of people, it involves

responding with emotion to people and events.

Assurance:

Quality Assurance is another point that is been connected in Banking industry that has
been concurred the duty to assess the execution of framework and rehearses and
furthermore proposed changes in the current practices to enhance quality affirmation.
The procedure of assessment in regards to the quality confirmation in contributing
Banking is started with the distinguishing proof of appropriate system with meaning
of objectives and destinations of the association. The procedure is fundamental in
speculation Banking as venture Banks have remarkable part to play in crossing over

16
the universes as standard financial specialists masculine depend on the quality
affirmation of the venture Banks.
Tangible:
The tangible indicates the physical appearances of UCB Bank. It specifies whether
the different branches of UCB Bank are easily got the attention or not.

Mathematical Model:

In this report I have used the customer satisfaction as the dependent variable and the
six dimensions of service quality are namely empathy, Account maintenance,
Reliability, Responsiveness, Assurance, Tangibles, as the independent variables.Here,
I have run Regression model to determine the significance level of the variables for
the customer satisfaction in UCB Bank.
The basic model was as follows:
Customer satisfaction in UCB Bank = f (credibility,waiting line, Account
maintenance, Reliability, Responsiveness, Assurance, Tangibles,).

Gender
Among total sample of 100 customers of UCB bank there are 64 male and 36 are
female

Statistics
The total number of sample is 100. Among the total sample there are-
private service holder 30
professionals 22
public service holder16
housewife 12
student 12 and
others 8%
Moreover there is included retired person, businessman, social worker etc.

Here, SPSS software is used to get result of one sample test. In one sample test, we
require t value and a significant value to get a result. when t value is negative we can
17
reject Ho as it shows it is equal to given value. Then again to check it out, we can go
for the measure significant value. When the error is less than 5%, that means we can
reject null hypothesis. After doing that, we find out our solution on the test over one
variable. In the one sample test, t value is what we have got -8.385. So,according to
the result we can consider to reject Ho. p value is .000
for one tail=.000/2=.000
So we can reject the Ho. Here the satisfaction regarding employee’s behavior is less
than 3.That result shows, Customers are satisfied or strongly satisfied with their bank.
As satisfaction satisfaction regarding employees behavior is less than 3 so it means,
Customers are satisfied or strongly satisfied with the responsiveness of bank to solve
the problem.
In one sample test, as t value is -11.468. So, we can consider rejecting Ho. Then, p
value .000(2 tail).for one tail=.000/2=.000 <5% so we can reject the Ho. As a result
satisfaction regarding bank’s communication with customers is less than 3 which
means customers are satisfied or strongly satisfied in reaction to bank’s
communication with customers.
in one sample test, t value is -12.773. So, we can consider rejecting Ho. Then, p value
is .000(2 tail).for one tail=.000/2=.000<5%. So we can reject the Ho. As a result
satisfaction regarding providing variety of product is less than 3.here Customers is
satisfied or strongly satisfied in this fact.
In one sample test, t value is -7.117. So, we can consider rejecting Ho. Then, p value
is .000(2 tail).for one tail=.000/2=.000<5% We can neglect the Ho. As a result
satisfaction regarding bank’s credibility of the bank is satisfactory.
In one sample test t value is -7.265. We can neglect to reject Ho. p value is .000
(2tail).for one tail=.000/2=.000<5%. So we can reject the Ho. As a result satisfaction
regarding network of bank is less than 3. So, we can see that Customers are satisfied
or strongly satisfied with this fact.

18
Here below there is given some survey result that I did-

Bank has employees who give individual attention:

The given pie chart shows that 100 percent customers are strongly agree that bank has
employees who give individual atterntion.and 33.30percent customer are neutral.

Bank has your best interest in heart:

The given pie chart shows that I did got from the survey that 44percent customers
agree with bank has the best interest in heart.

19
Ease to Open an Account:

The pie chart shows that 44.4percent customer of ucb bank strongly agree to the
matter that opening account is easy.

Account is held without errors:

the given pie chart shows that only 11.10percent customer strongly disagree with the
matter that account is held without errors. And besides 44.4percent customer of the
bank strongly agree.

20
When you have problem bank shows sincere interest in solving it:

Here in the pie chart it shows that 33.3 percent customer disgaree with the matter that
when they have problem bank shows sincere interest in solving it.

When bank Promises to do something by a certain time it does so:

The given pie chart shows that 66.70percent of the customer agree that when bank
promises to do something by a certain time it does so.

21
Bank keeps you inform about when services will be performed:

The given pie chart shows that 66.7percent of the customer strongly agree that bank
keeps them informed when the services will be performed.

Employees of the bank give prompt service:

The given pie chart shows that 88.9percent of the customer strongly agree that
employees of the bank give prompt service.whereas only 11.1percennt customer
disagree with the matter.

22
Employees of the bank are always willing to help you:

In the given pie chart 77.80percent customer are neutral that employees of the bank
are always willing to help them.but 88.9percent customer agree with the fact.

Employees of the bank are never too busy to respond to your request:

The given pie chart shows that 88.9percent customer strongly agree that employees of
the bank are never too busy to respond to their request.

23
Employees are continuously courteous with you:

In the given pie chart it shows that 77.80percent customer are neutral wheas
88.90percent customer are agreed that employees are courtateous with them.

Employees of the bank have enough knowledge to answer your question:

The pie chart shows that 88.90percent customer agree that employees of the bank
have enough knowledge to answer their question

24
The bank has modern equipment:

Here in the pie chart 11.10percent customer trongly disagree and 88.90percent agree
that the bank has modern equipment.

The bank’s physical facilities are visually appealing:

The given pie chart shows that 33.30percent customer strongly disagree and
88.90percent customer are neutral that the banks facilities aare visually appealing.

25
Satisfaction of the credibility of the bank:

The given pie chart shows that 88.9percent customer disagree with the satisfaction of
the credibility of the bank.

Functions of remittance department:

q T.T. (Telegraphic transfer)
q D.D. (Demand draft)
q Pay Order
q LBC (Local Bill collection)
q OBC (Outward Bill collection)

Telegraphic transfer (T.T):

Telegraphic transfer TT may be done via telegram, telex, telephone, fax as desired by
the remitter. But the most commonly practiced dhanmondi road branch is the
telephone and mobile. The drawer and the payee are required to have the account with
the bank in order for this transaction to take place. TT is issued against cash, check,
and letter of instruction. The client must be paid TT commission, telex charge along
with the vat.

26
Pay order:

Pay order are done in inter city in any bank and any branch. The processing of pay
order and DD is same. The entries involved are:
Client’s account…………….Dr
Pay order…………………….Cr
There are a commission and vat account charged for the issuing pay order.

Demand Draft (DD):

DD stands or Demand draft which is an instrument issued by a particular branch of a

bank to pay certain some of money by the bank. It is the safest and most acceptable
media and a banker’s note. Commission, vat and postage are charged on issue of DD
entries for issuing DD.
Cash/client a/c ……………….Dr
Income a/c (postage)……………..……Cr
Commission on Remittance………….Cr

LBC:
LBC means local bill collection. LBC issue in the local city of the internal bank.

OBC:
OBC means outward bill collection. OBC issue out of the city of the internal bank.

Clearing:

It is an office which is totally include with the Bangladesh bank. By gathering a check
in some other bank through Bangladesh bank its clearing. Each bank gets the check
from various banks which are sending to the zonal branch of the bank. Zonal branch
make a sheet of this check and put the aggregate sum on the check. The whole related
officer is meeting in the clearing house in Bangladesh bank. What's more, every bank
presents their check list by the floppy circle to the Bangladesh bank. The officer are
27
appropriated the check to the related bank officer. Here claim bank is getting the
check which is grouping (check, pay arrange, DD) by branch and aggregate sum of
the check are putted in the posterior of the check. Here end of the morning session.

At the night session the officers are appropriated the disowner check and afterward
claim bank get some disowner check which is disperse to the branch agent.

Causes of disowner a cheque:

• Insufficient fund.
• Signature of related officer.
• Cheque submitted by wrong way.
• By an essential notice.
• One cheque is going to another bank.
• To submit wrong account number.
• Show the wrong date

Accounts Department:

The accounts department is the most delicate and the most confidential department in
a bank. The main task of this department is to record all kind of transaction of the
branch, confirming accuracy, preparing statement under the computerized banking
system. The clean cash statement and the supplementary statement are in party ledger
vouchers are printed of the computer. Accountants function can be divided into two
parts:

One is Daily functions and another one is Periodical function

(A) The daily function of an accountant employee involves:

 Publishing transfer from one account to another
 Preparing of supplementary in bank
 Publishing of various transactions in the computer that occurs
throughout the day.

28
(B) The periodical function of the account department is to prepare different types of
statement for its own branch, head office, Bangladesh bank. The statements being:

 Daily position
 Daily resources position
 List of all transaction in a day
 Comparative resources position etc.
 Cash cum day book.
 General ledger.
 Weekly statement of affairs

GENERAL SECTOR:
United commercial Bank allows credits to individuals or firms or else companies to
help their business in the following categories:

N Cash Credit (Hypothecation): N cash credit is one type of credit which is allowed to
the traders and industrial borrowers for promoting trade and commerce and industries.

N Cash Credit (Pledge): N cash credit is allowed for promoting trade and commerce.
Industries of the country against pledge of stock in trade under Bank’s control.

N SOD (FO): Allowed against financial obligation for promotion of economic and
business activities.

N Bank Guarantee / Bid Bond: Generally issued for business/ economic purpose for
participating in the local /industrial tenders.

N SOD (General): N SOD is generally allowed to the traders for business promotion
and economic activities.

N Consumer’s Credit Scheme: Loans allowed to service people for purchasing

domestic/household items repayable on monthly installment basis.
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EXPORT LOAN:
The Bank allows credits to the exporters to help performing their exports under the
following categories:

N PC (Packing Credit): Allowed to the exporter for packing the goods before
shipment
N Back-to-Back LC: Import of Raw martial through opening back-to- back L/Cs
against lien of Export L/Cs. This facility is extended to garment factories.

IMPORT LOAN:
The Bank allows credits to the importers in the following forms:

N Lim (Loan against Imported Merchandise):

Allowed to retire documents and clear the consignment form the customs Authority
taking the goods under Bank’s Control.

N LTR (Loan against Trust Receipt):

Allowed to the importer to retire documents and release the consignment from the
customs authority against trust, receipt keeping the goods under importer’s control.

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 Chapter-4

Recommendation and Conclusion

Findings:
The findings of the study are as follows:
After completing the survey it was found that respondents are strongly satisfied with
bank’s safety features while transaction.

The respondents are very satisfied with interior and exterior design of the bank.
 After analysis it was found that most of the respondents were
dissatisfied in staff’s behavior of bank.
 After analysis it was found that most of the respondents are dissatisfied
on executive’s behavior of the bank.
 Most of the respondents are very satisfied about the Bank’s providing
right attention in waiting time.
 Most of the respondents were very satisfied on the service charge of
the bank.
 Most of the respondents were satisfied on using the technology of the
Bank

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Conclusion:

United Commercial Bank Limited has well notoriety being fulfilling their client
through giving distinctive administration. None the less, they have propelled new
innovation to give quickest support of their clients known as CBS (Core Banking
System). On the hand, forthcoming years saving money division will turn out to be
more aggressive. In such manner they have been more focused. For reasonable
development, by executing new innovation and advancement they need to stroll with
the time. In this reason, they need to recognize their quality and need to recoup their
frail sides.

In my aggregate review i did a few things to discover the fulfillment level of the
representatives of United Commercial Bank Ltd. Finally i discover that
representatives are very much happy with their activity and the workplace and
alternate advantages that the association accommodates them. I had some restriction
however finally was ready to finish the report effectively.

32
References

 Dr. R. M. Debnath, Business of Banking, First Edition, 2004

 Website of UCBL (www.UCBL.com).
 Report on foreign exchange mechanism of UCBL by Mohammed
Nasir Uddin, post graduate student of Dhaka University
 Annual reports 2014 & 2015 of UCBL
 The Daily Star (Today business)
 Kothary C.R., “Research Methodology (Methods & Techniques)”,
Second Edition, New Age International Publishers, New Delhi, 2005
 Rose, Peter S, “Commercial Bank Management”, Forth Edition, Irwin
McGraw Hill, 1999.
 Sayers R.S., “Modern Banking”, Fourth Edition, Oxford University
Press, Amen House, London E.C.4, 1958
 http://www.blurtit.com/q764912.html
 http://en.wikipedia.org/wiki/Credit_(finance)
 http://www.UCBL.com

33
 Questionnaire
Survey On Customer Satisfaction of UCB Bank
Basic Information:

1. Occupation:

• Student
• Service
• Business
• Others

2. Education Level:

• SSC
• HSC
• Undergraduate
• Graduate

3. Gender:
• Male
• Female

4. Age:
• Below 20
• 20-25
• 25-30
• 30-35
• 35-45

34
Define your opinion for each of the following question:

1. Your bank has employees who give you individual attention.

• Strongly Agree-5
• Agree-4
• Neutral-3
• Disagree -2
• Strongly Disagree-1

2. Your bank has your best interest in heart?

• Strongly Agree-5
• Agree-4
• Neutral-3
• Disagree -2
• Strongly Disagree-1

3. Ease to open account

• Strongly Agree-5
• Agree-4
• Neutral-3
• Disagree -2
• Strongly Disagree-1

4. Account is held without errors

• Strongly Agree-5
• Agree-4
• Neutral-3

35
 • Disagree -2
• Strongly Disagree-1

5. When you have a problem, your bank shows sincere interest in solving it

• Strongly Agree-5
• Agree-4
• Neutral-3
• Disagree -2
• Strongly Disagree-1

6. when your bank promises to do something by a certain time, it does so

• Strongly Agree-5
• Agree-4
• Neutral-3
• Disagree -2
• Strongly Disagree-1

7.Your bank keeps you informed about when services will be performed

• Strongly Agree-5
• Agree-4
• Neutral-3
• Disagree -2
• Strongly Disagree-1

8. Employees of your bank give prompt service

• Strongly Agree-5
• Agree-4

36
 • Neutral-3
• Disagree -2
• Strongly Disagree-1

9. Employees of your bank are always willing to help you

• Strongly Agree-5
• Agree-4
• Neutral-3
• Disagree -2
• Strongly Disagree-1

10. Employees of your bank are never too busy to respond to your request

• Strongly Agree-5
• Agree-4
• Neutral-3
• Disagree -2
• Strongly Disagree-1

11. The behaviour of employees of your bank instills confidence in you

• Strongly Agree-5
• Agree-4
• Neutral-3
• Disagree -2
• Strongly Disagree-1

12. You feel safe in your transaction with your bank

• Strongly Agree-5
• Agree-4

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 • Neutral-3
• Disagree -2
• Strongly Disagree-1

13. Employees are continuously courteous with you

• Strongly Agree-5
• Agree-4
• Neutral-3
• Disagree -2
• Strongly Disagree-1

14. Employees of your bank have enough knowledge to answer your

questions

• Strongly Agree-5
• Agree-4
• Neutral-3
• Disagree -2
• Strongly Disagree-1

15. Your bank has modern equipments

• Strongly Agree-5
• Agree-4
• Neutral-3
• Disagree -2
• Strongly Disagree-1

16. Your banks’ physical facilities are visually appealing

• Strongly Agree-5

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 • Agree-4
• Neutral-3
• Disagree -2
• Strongly Disagree-1

17. How would you describe your views about Customer Service
Representatives?

• Strongly Agree-5
• Agree-4
• Neutral-3
• Disagree -2
• Strongly Disagree-1

39