Evaluation of the Customer Service Quality in Uttara Bank Limited

Pages: 44 (10162 words) Published: March 1, 2011
Executive Summary

The Internship report has been prepared on “Evaluation of customer service quality of Uttara Bank Limited” based on secondary data & information. The information used in the report has collected from various sources such as published materials like annual report, daily statement of affairs of Amberkhana Branch, Sylhet & articles related to banking activities.

I have prepared this report to represent the available product & service facilities, service quality, their strength & weakness, efficiency to serve customer, terms & conditions etc. Uttara Bank always tries to launch new product & service according to customers’ taste & preference. UBL also has the trend to change the old scheme & try to serve with modern technology. UBL works with the aim to achieve service excellence & maximize shareholders’ value.

The overall performance of UBL is good. The environment, staff behavior & attention towards the customer are also good. UBL always works with latest technology & it has the reputation of being the provider of good quality service. The Online Banking System has recently started in this bank.

UBL believes that human resource development through continuous & need based training is the most crucial factor for organizational growth. It provides training opportunities for employees & motivate them to provide excellent customer service. People demand quick services from commercial banks. Absence of speedy services makes a customer dissatisfied. UBL cannot dear the risk of customers being dissatisfied because of waiting longer than expectation.

The technology of the UBL is modern but not as fast as required to satisfy their customers. Even often the customer has to wait a whole day just to know his bank balance.

UBL also has to consider their fees, charges & their formal procedure & should change them. They should build such policies that are reachable for all kinds of customers. There are more private banks in Bangladesh & that’s why competition is very high. Banks are always try to overcome their bad performance & try to become more effective. So it becomes a challenge for UBL to retain its existing customers. There is a hope that, UBL is always very conscious about its consumer banking & always try to make change with time want to modernize its product & service. Therefore it will be able to gain the competitiveness & overcome all challenges.

Chapter 1:
Introductory Aspects


Maintaining day-to-day transaction, modern banking now emphasizes on long-term relationship with customer, society and government. In recent times expansion and innovation of modern banking are remarkable catalysts in Bangladesh. Furthermore, the ascend of information technology has blessed the banking system and thus people enjoy the classy banking. It also introduces enthusiasm and drive in economy’s growth through providing such source of investment. Banking services are extremely important in a free market economy. Consequently, Customer satisfaction should be the top priority of any bank. Uttara bank being the first private sector bank is always one step ahead of the other competitors in serving the customers and satisfying them. Its goal is to meet customer’s expectation through innovative financial products and services. Being the first private sector bank in Bangladesh, Uttara Bank provides Retail Banking, Corporate Banking, SME Banking, Investment Banking, Merchant Banking and Project Finance, Loan Syndication, Money Transfer, Custodial Service, Brokerage Services.

1.2 Origin of the Report:

This report is an outcome of my three months internship at Uttara Bank Ltd. prepared as the mandatory requirement of BBA program of Department of Business Administration, Sylhet International University (SIU). The organization attachment started on October 14, 2010 and finished on January 13, 2011. The topic of the report is “Evaluation of customer service quality in Uttara Bank Limited”....
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