An Evaluation of the Customer Satisfaction of United Commercial Bank Ltd. Hemayetpur Branch

Abstract

This Internship report entitled “An Evaluation of the Customers’ Satisfaction of United Commercial Bank Limited: Hemayetpur Branch”. The study was conducted to find out customer’s satisfaction level within the organization. This repot was consistence of information about the project that had been assigned with which happened to be the customer satisfaction. Data were collected from both primary and secondary sources. Annual Report of United Commercial Limited was the basis of secondary sources of data. Here I tried to get information from the customers in a direct formal way. In this study it was found that facilities were available and satisfactory issue of customers, which are Online service system, knowledge about employees, timely manner of them, new technology, ATM booth facilities, Speed of transaction, service charges. After analyzing the data, it was found that customers have several complaints against the service quality of United Commercial Bank Limited Like UCBL has no ATM booths UCBL use the others commercial banks booths, employee shortage problems, understanding problem about instruction of mobile banking services but they are fairly satisfied with the products and services of UCBL. Considering the benefits provided by others commercial banks in Bangladesh, customer has stated that UCBL is providing them good benefits and services also and they are quite satisfied with it. Based on the findings it was recommended opened branch, account opening procedure, empathy to customers, card charge, introducing ATM booth etc. This report will help to the customers of United Commercial Bank Limited.