Ucb ppt

Md. Shahjad Faihan
BBA Program, 27th Intake
ID # 11122101330
Major in Marketing

Performance Measurement of
Customer Service Department of
United Commercial bank Limited (Ltd.)

Generally the word “Bank” means financial
institution which deals with money. In this
competitive world banking sector has stretched
its wings wide enough to cover any kind of
financial services.It is also becoming faster &
easier. As the demand for the better service is
increasing day by day, banks are coming with
different innovative ideas & product. To survive
in the competitive field of the banking sector,
they are looking for better service opportunities
to provide their clients.

Origin of the report
The primary goal of the internship was to provide an
opportunity for translation of theoretical conceptions
in real life situation. In this connection, after the
completion of the BBA program, I was assigned to the
Darus Salam Road Branch of the United Commercial
Bank Ltd for practical orientation. I have been
assigned a particular topic “Performance
Measurement of Customer Service Department of
United Commercial Bank Ltd.”

Scope of the Report
This report has been prepared on the basis of
experience gathered during the period of internship.
The study covered each and every aspects of
customers’ reaction with respect to the service which
they get from Customer Service Department. This
report is mainly focused on the overall performance of
the employees of customer service department of
United Commercial Bank Ltd.

Objective of the study
General Objective: The main objective of this report is
to measure the “Performance of customer service
department of United Commercial Bank Ltd.”
Specific Objective: The specific objective of the study
are:
 To measure the customer response of job related
efficiency of the officers of customer service
department of United Commercial Bank Ltd.
 To measure the customer response about the
behavior of the officers of customer service
department of United Commercial Bank Ltd.

Methodology
 Research Design:
In this study descriptive research was
undertaken to gain insights on the Performance
Measurement of Customer Service
Department of United Commercial Bank
Ltd.
 Sources of Data Collection:
 For achieving the general and specific
objectives of the study, data was gathered from
both primary and secondary sources.

Primary Sources:
I have collected primary information by interviewing 50
customers. Among these 50 respondents 21 are Female &
29 are Male customers.
Secondary Sources:
 Website of United Commercial Bank Ltd.
(http://www.ucb.com.bd/)
 Relevant United Commercial Bank Ltd. Paper and
published documents.
 Some other websites.

Research Instrument
 Questionnaire is the research instrument of this report
which is very easy and flexible to collect answers.
 Interviewing method:
Face to face interview method.
 Types of questionnaire:
 Structured question with five response categories have
been used to conduct the survey.

Sampling Plan
 Sampling plan is a definite plan for obtaining a sample from a
given population.
 Target Population: Here the population is all the customers of
the United Commercial Bank Ltd. of Mirpur zone.
 Sample Unit/Element: The sample unit of survey is the
individual customer of UCB Ltd. of Mirpur zone .
 Sample frame: Sample frame of the report is every member
of UCB Ltd.
 Sample Procedure: Non-probability convenience sampling
procedure is used in the survey.
 Sample Size: The sample size is 50 from the target population.

Limitations
 As officers are very busy with their daily work,
they could provide little time.
 Every organization has their own secrecy that is
not revealed to others. Employees did not
disclose much information for the sake of the
confidentiality of the organization.
 Sufficient books, publications and figures were
not available.

Overview of United
Commercial Bank Ltd. (UCB)

UCBL at a glance
Name of the Company : United Commercial Bank Ltd.
Legal Form : A public limited company
Commencement of Business : 27 June 1983
Head Office : Bulus Center, Plot - CWS- (A)-1, Road No – 34,
Gulshan avenue, Dhaka-1212
Telephone No. : +88-02-55668070, +88-09611999999
Fax No. : +88-02-55668070-6000, +88-09611999911-5200
Website : www.ucb.com.bd, www.ucbl.com
SWIFT : UCBL BDDH
Chairman : Mr. M. A. Hashem
Managing Directior : Mr. Muhammed Ali
Auditors :Syful Shamsul Alam & Co. Chartered
Accountants
No. of Branches : 155
No. of ATM Booth : 135
Authorized Capital : Tk. 15,000 million
Paid up Capital : Tk. 8,366 million
Face Value per Share : Tk. 10

 Vision
 To be the best Private Commercial Bank in Bangladesh in
terms of efficiency, capital adequacy, asset quality, sound
management and profitability having strong liquidity.
 Mission
 To build United Commercial Bank Limited into an
efficient, market driven, customer focused institution with
good corporate governance structure.
 Continuous improvement in our business policies,
procedure and efficiency through integration of technology
at all levels.

 To offer highest possible benefit to customers for developing
welfare oriented banking service,
 Setting industry benchmarks of world class standard in
delivering customer value through our comprehensive product
range, customer service and all our activities.
 Maintaining the highest ethical standards and a community
responsibility worth of a leading corporate citizen.
 Anticipating business solutions require by all our customers
everywhere and innovatively supplying them beyond
expectation.

UCB Ltd. Product & Services
Loan Products
Trade Loan
Industrial Finance
Import Finance
Export Finance
Loan Syndication
Working Capital
Finance
Packing Credit
Transport Loan
Hire Purchase Loan
House Building Loan
Home Loan
Auto Loan
Marriage Loan
Education Loan
Hospitalization Loan
Deposit Products
Current Deposit
Savings Deposit
Women Saving
Deposit
Women DPS PLUS
Non Residential
Bangladeshi Deposit
Fixed Deposit
Foreign Currency
Deposit A/C
UCB Imperial Savings
UCB Money
Maximizer
UCB Multi Millionaire
Youngsters Savings
Youngsters DPS
Other Services
Western Union
Money Transfer
SMS Banking Service
Online Service
Inward & Outward
Remittances
Travellers Cheques
Underwriting &
Bridge Financing
Locker Service
Offshore Banking

Customer Service
 Customer service is the provision of service to
customers before, during and after a purchase.
Customer service is also often referred to when
describing the culture of the organization. Customer
service plays an important role in an organization's
ability to generate income and revenue. From that
perspective, customer service should be included as
part of an overall approach to systematic
improvement.

Principles of good customer
service
To ensure that the company provide the best customer
service the company should-
 know what your customers consider to be good customer
service
 take the time to find out customers' expectations
 follow up on both positive and negative feedback you
receive
 ensure that you consider customer service in all aspects of
your business
 continuously look for ways to improve the level of
customer service you deliver.

Effective ways to measure the
quality of Customer Service
 Number of Customer Complaints
 Identify Your Weaknesses
 Assess the Competition
 Remember every second counts.

Improving Customer Services
 Understand customer needs
 Seek and analyze customer feedback
 Invest in customer service training
 Pay attention to those who don’t serve customers
directly
 Set measurable objectives around improved
customer service

1.UCBL is an excellent bank to have banking services.
Interpretation:
The above diagram represents the respondents’ preference about the banking
service in which 54% respondents are strongly agreed and 40% respondents
are agreed, 4% are neutral responders and 2% are disagreed. This indicates
that customers of UCB prefer this bank as an excellent bank.
2% 4%
40%54%
Strongly disagree Disagree Neutral Agree Strongly Agree

2. UCB reacts and responds immediately to any complaints made by
customers.
Interpretation:
The above diagram represents the respondents’ opinion about the
officers of customer service department of UCB in which 44%
respondents are strongly agreed ,52% respondents are agreed, 4%
respondents are neutral.
4%
52%
44%
Strongly disagree Disagree Neutral Agree Strongly agree

3. You feel safe dealing with us.
Interpretation:
The above diagram represents that 42% responders are strongly agreed,
42% are agreed,14% are neutral and 2% responders are disagreed. The
customers of UCBL feel safe dealing with the bank.
2%
14%
42%
42%

4. You feel discomfort in the transactions you do
with this bank.
Interpretation:
The above diagram represents, 48% respondents are strongly
disagreed,29% are disagreed,19% are neutral and 4% are agreed with
the above statement.
48%
29%
19%
4%

5. You have never felt that these officers are slow in
solving your problem.
Interpretation:
The above diagram represents, 44% respondents are
strongly agreed, 50% are agreed, and 6% are neutral with
the above statement.
6%
50%
44%

6. You think that the numbers of employees
are enough in this department.
Interpretation:
The pie diagram represents that 40% of respondents are strongly
agreed,56% respondents are agreed and 4% are neutral with the above
statement.
4%
56%
40%

7. Employees of customer service department provide
fast and efficient service.
Interpretation:
The above diagram represents the respondents’ preferences about the
employees of customer service department provide fast and efficient
service , 41% of respondents are strongly agreed,41% respondents are
agreed,12% are neutral and 6% are disagreed with the above statement.
6%
12%
41%
41%

8. They answer all of your questions in a
courteous manner.
Interpretation:
The above diagram represents among the total number of respondents,
36% are strongly disagreed,60% are agreed and only 4% respondents
are neutral .
4%
60%
36%

9. You have never felt that the employees are annoyed
because of your demand of service.
Interpretation:
The above diagram represents that, 40% responders are strongly agreed,
52% responders are agreed, 6% responders are neutral and 2 %
disagreed. The company is more conscious about their customer service.
2% 6%
52%
40%

10. The procedure of our services and the
transactions are clear to you.
Interpretation:
The above diagram shows that, 44% responders are strongly
agreed, 54% responders are agreed and 2% responders are
disagreed.
2%
54%
44%
Strongly disagree Disagree Neutral Agree Strongly Agree

11. We meet your expectation level.
Interpretation:
The above diagram represents that, 40% respondents are strongly
agreed,28% are agreed,26% are neutral and 6% respondents are disagreed,
which implies that UCB meets most of the customers’ expectation level.
6%
26%
28%
40%

12. Overall you are satisfied with the performance of
customer service.
Interpretation:
The above diagram represents 38% responders are strongly agree, 37%
responders are agree,20% are neutral and 5% responders are disagreed.
Most of the customers are satisfied about the services provided by customer
service department.
5%
20%
37%
38%

 A large number of customers’ opinion is UCB provides
excellent banking service.
 Maximum customers of UCB respond that UCB reacts and
responds immediately to any complaints made by the
customers.
 Huge number of customers feels safe dealing with UCB.
 Majority of respondents are strongly disagreed with the
statement “You feel discomfort in the transactions you do with
this bank.”
 Maximum number of respondents said that customer service
officers are not slow in solving customer problems.
 A huge number of respondents said that the numbers of
employees are enough for this department.

 Most of the customers’ judgement is employees of customer
service department provide fast and efficient service.
 Maximum respondents agree that the employees provide
information in a courteous manner
 A large number of respondents said that the employees are
not annoyed because of the demand of service. It implies
that the officers behave politely with the customers.
 Most customers clearly understand the procedure of
UCBL’s services and the transactions .
 UCB’s maximum number of customers believe that UCB
meets their expectation level. But a huge quantity of
customers is neutral about that.
 Maximum respondents agree that they are satisfied with
the overall performance of customer service department.

Recommendations
 Behavior of customer service department is good and it
can be further improved.
 UCB should increase the number of employees that can
reduce the waiting time of the customers.
 As some customers’ consideration is UCB does not fulfil
their expectation level. UCB should train the employees
so that their service providing capacity can meet
customers expectation level.
 Though most of the customers are overall satisfied with
UCB’s customer service but some of them respond neutral
.UCB should improve their customer service officers’ skill
so that they can provide services in better ways.

Conclusion
 United Commercial Bank Limited(UCB) is today’s one
of the leading private banks in our country.
 During the 3 month of internship program of UCB at Darus
salam road branch,I have gained knowledge of General
Banking .UCB believe that customers’ satisfaction is the
indicator of wealth maximization. During my job, I got
many opportunities to achieve experience how to deal with
the clients that expand my confidence level. While
concluding, it could be said that overall the customers’
satisfaction on the performance of UCB’s customer service
department is satisfactory. But there is still considerable
room for improvements.

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