Evaluation of the Customer Service Quality in Uttara Bank Limited
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
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