Customer service and its’ impact on the satisfaction of account holders: A study of general banking service of United Commercial Bank PLC Tejgaon Branch

Abstract

United Commercial Bank is one of the prestigious and well-known commercial banks of Bangladesh. They have made a place for themselves amidst the tough and fierce competition of the financial sector. This report is based on the relation between customer service and customer satisfaction of UCB. United Commercial Bank (UCB) began operations in the middle of 1983 and has since become one of the largest first-generation banks operating in the country. Through personalized service, creative practices, a dynamic approach, and effective management, the Bank has already made its mark in the domain of Private Sector Banking with its extensive network of 204 branches, dynamic approach, and efficient management. In this study I have gathered information from clients of the bank to interpret and analyze their process for customer service management. I have also analyzed the collected data to see whether the process of their customer service system is effective or not. I also explained I this report about the General banking division of United Commercial bank where I was posted for most of my internship. I also analyzed and mentioned their management and marketing strategies and their uses in this report. For the financial analysis I have taken the data from the annual reports of 2017 to 2021. Using those, I have shown different key ratios which shows their organizational capability. I have also discussed about their operation and information management system along with an overall view of the industry using SWOT and Porter’s Five Forces model.