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Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited

Executive Summary:
Internship report is mandatory in the process to pursue a Bachelor‘s degree from country‘s leading business school at Independent University. The report is divided into two parts – Company Background and Research. Company Background discusses about the business where an intern is appointed to, while the Research portion of the report discusses about an aspect of the business that was never analyzed before. The report contains small background information of the bank and the branch where the internee was placed in. As you would proceed further, a service blueprint of the branch has been provided. A list of people (with respective designation) who were working at the branch, while writing this report, has been provided. A detailed picture of customer satisfaction possessed by the bank with its commercial clients has been the core of the research. As an internee I visited three branches in Dhaka city and gathered data from 40 respondents (commercial clients) to conduct analysis on the research topic. Major findings include: i. ii. iii. Front-end employees tend to be doing their job well, in terms of interacting with customers. Efficiency and clarity of discussing information is found to be the weak link. Staff training may improve the situation. Internal service is perceived to be doing better compared to efficiency and communication of information.

The most important finding, however, is that if a client has faith in the bank‘s procedures, they can easily be satisfied through empowerment of which would lead to a lasting commitment to create pool of loyal customers and source of positive word-of-mouth. After my research I can say that service quality and employee behavior of UCB is quite satisfactory. To provide better satisfaction towards customer UCB have to improve their product line much updated and the charges should be under satisfactory level so that customers feel happy to being with UCB. Expert advice on marketing research on this topic could have provided more dimensions to this research. Having more people for brainstorming and research would have given fresh perspective. The research could have been much better if there were more variables and sample size to work on, with adequate resources i.e. time, budget, human, etc.

INDEPENDENT UNIVERSITY, BANGLADESH (IUB)

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Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited

Origin of Bank:
Originally the word ―BANK‖ we can easily understand the financial institution that deals with money. But there are different types of banks like; Central Banks, Commercial Banks, Savings Banks, Investment Banks, Industrial Banks, Co-operative Banks etc. But when we use the term ―Bank‖ without any prefix, or qualification, it refers to the ‗Commercial banks‘. Commercial banks are the primary contributors to the economy of a country. So we can say Commercial banks are a profit-making institution that holds the deposits of individuals & business in checking & savings accounts and then uses these funds to make loans. For these people and the government is very much dependent on these banks as the financial intermediary. As banks are profit -earning concern; they collect deposit at the lowest possible cost and provide loans and advances at higher cost. The differences between two are the profit for the bank. Banking sector is expanding its hand in different financial events every day. At the same time the banking process is becoming faster, easier and the banking arena is becoming wider. As the demand for better service increases day by day, they are coming with different innovative ideas & products. In order to survive in the competitive field of the banking sector, all banking organizations are looking for better service opportunities to provide their fellow clients. As a result, it has become essential for every person to have some idea on the bank and banking procedure. Internship program is essential for every student, especially for the students of Business Administration, which helps them to know the real life situation. For this reason a student takes the internship program at the last stage of the degree, to launch a career with some practical experiences.

INDEPENDENT UNIVERSITY, BANGLADESH (IUB)

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Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited

United Commercial Bank Limited – At a Glance:
In the backdrop of economic liberalization and financial sector reforms, a group of highly successful local entrepreneurs conceived an idea of floating a commercial bank with a different outlook. For them it was competence, excellence and consistent delivery of reliable service with superior value products. Accordingly, United Commercial Bank Limited was created and commencement of business started on 17th April 1980. United Commercial Bank Ltd. is operating as a scheduled bank under the banking license issued by Bangladesh Bank, the Central Bank of the country on April 17, 1980 through the opening of its Motijheel Branch at Adamjee Court Annex Building, Motijheel commercial area, Dhaka-1000. UCBL was actually registered under the Companies Act of 1913 with its registered office at 5, Rajuk Avenue, Motijheel commercial area, Dhaka-1000 which was later shifted to Adamjee Court Annex Building, 119-120, Motijheel commercial area, Dhaka-1000. Since inception, it has committed to provide high quality financial services to the people of this country to accelerate economic development of the nation. As such, it has been working for stimulating trade and commerce, accelerating the pace of industrialization, boosting export, creating employment opportunity, alleviating poverty, raising standard of living of the people etc and thereby contributing to the sustainable development of the country. The bank is listed with DSE & CSE as a public quoted company. As a fully licensed commercial bank, United Commercial Bank Limited has being managed by highly professional and dedicated team with long experience in banking. They constantly focus on understanding and anticipating customer needs. In its 22nd year of operation in 2012, United Commercial Bank has made substantial headway in terms of business growth, profitability and establishing its image as one of the leading private commercial banks. Its march towards reaching greater heights in operation continues with full vigor and enthusiasm. United Commercial Bank has made significant progress within a very short period of its existence. The bank has been graded as a top class bank in the country through internationally accepted CAMEL Rating. The bank has already occupied an enviable position among its competitors after achieving success in all areas of business operations.

INDEPENDENT UNIVERSITY, BANGLADESH (IUB)

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Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited

Goals and Objectives:
              To utilize all available resources properly to develop various plan, policies and procedures in each of the objective and goal areas. Synchronized and steady growth of the bank. Utilize team of professional employees. Search for a total customized solution for by establishing full automation step. Develop a plan for offering better customer service. Develop a realistic deposit mobilization plan Build up appropriate lending risk assessment system Improve capital plan Develop a structure to make sound loan and advances Develop systematic procedures and approaches by improving management efficiency. Expand scientific MIS to monitor bank‘s activities. Ensure a sound rate of recovery of all loans & advances and other credit facilities Build up a low cost fund base Meet capital adequacy recruitment at all the time.

Mission: To assist high quality service to customer and to participate in the growth and expansion of our national economy and to satisfy clients, shareholders and employees.

Vision: To be the bank of the 1st choice through maximizing value of clients shareholder & employees and contributing to the national economy with social commitments.

INDEPENDENT UNIVERSITY, BANGLADESH (IUB)

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Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited

UCBL’s Organizational Structure:

Chairman Board of Directors Executive Committee Top Management

Managing Director
Deputy Managing Directors Executive Level Management Senior Executive Vice Executive Vice President Senior Vice President Assistant Vice President First Assistant. Vice President Senior Executive Officer Executive Officer Principle Officer Senior Officer Management Trainee Officer Junior Officer Junior Level

Mid Level
Management

INDEPENDENT UNIVERSITY, BANGLADESH (IUB)

BANGLADESH (IUB) .Page |6 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited Branch Information: UCBL has 125 Branches in Bangladesh Total Branch: 02 Total Branch 07 Total Branch: 14 Total Branch: 56 Total Branch: 38 Total Branch: 07 Total Branch: 01 Year No. of Branches 2007 84 2008 84 2009 84 2010 98 2011 112 2012 125 INDEPENDENT UNIVERSITY.

2. The third service point deals with debit/credit cards. Acquire necessary documents from Western Union Money Transfer (to be presented to Cash booth). At this booth. however the services offered are quite different from cash booth and the queue time is usually lot less in comparison. INDEPENDENT UNIVERSITY. Four employees are stationed to work as servers to the customers. The first queue system that one can see while entering the bank premises. BANGLADESH (IUB) . Open a bank account Get bank statements Learn about the deposit schemes offered by the bank Present cheques that are from other banks to debit their account Collect pay-order scripts. Whoever comes first is served first. The other queue system is opposite to clearance and transfer booth. 3. there are three service counters at this branch – Cash. This is located at the 2nd floor of the branch. 5. A multiple server multiple queuing can be seen at this spot. one can do these following tasks and more: 1. 4. The purpose of cash booth is to deposit or withdraw funds from bank accounts. The principle is basically the same as multiple-server-multiple-queuing. 6.Page |7 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited Service booths at UCB. Clearance & Transfer and Card. is located in front of Cash Booth.Bashundhara Branch: Primarily. where all information or queries regarding it can be collected from this desk.

Sirajul Kabir Workstation Manager‘s Cabin (2nd Floor) FAVP‘s Cubicle (1st Floor) SEO‘s Desk (2nd Floor) Senior Officer Desk (2nd Floor) Officer‘s Desk (2nd Floor) Cash Booth (1st Floor) Clearance & Transfer Booth (1st Floor) Clearance & Transfer Booth (1st Floor) Clearance & Transfer Booth (1st Floor) Cash Booth (1st Floor) Cash Booth (1st Floor) Cash Booth (1st Floor) Card Officers‘ Desk (2nd Floor) Card Officers‘ Desk (2nd Floor) Mr. Md Akhter Hossain Mr. MD. Golam Idrees Mr. Saifullah Mr. B.M. Abu Arafat Latif Officer Officer – Cash Junior Officer Mr. Kaniz Fatema Mr. Ariful Haque INDEPENDENT UNIVERSITY. Morshedul Alam Mr.K.Page |8 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited Employees at UCBL . S.Bashundhara Branch: Designation Vice-President & Head of Branch First Assistant Vice-President & Operation Manager Senior Executive Officer Senior Officer Name Mr. Shahjahan Chowdhury Mrs. Hafizur Rahman Mr. BANGLADESH (IUB) . Rezwana Khanam Junior Officer Junior Officer – Probation Assistant Cash Officer Assistant Cash Officer Assistant Cash Officer – Probation Credit Card Service Officer Debit Card Service Mr.M. Borhan Uddin Mr. Ali Rawshan Ibne Alam Mrs. Rafiqul Karim Mr. S. MD.

and miscellaneous services. INDEPENDENT UNIVERSITY. BANGLADESH (IUB) . commercial (includes SME and Corporate) banking.Page |9 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited Products/ Services offered by the Bank: UCB Multi Milionaire UCB Money Maximizer UCB Earning Plus UCB DPS Plan Western Union Money Transfer SMS Banking Service Online Service Credit Card One Stop Service Time Deposit Scheme Monthly Savings Scheme Deposit Insurance Scheme Inward & Outward Remittances Travelers Cheques Import Financing Export Financing Working Capital Finance Loan Syndication Underwriting and Bridge Financing Trade Finance Industrial Finance Foreign Currency Deposit NFCD (Non Resident Foreign Currency Deposit Account) All These services can be broken down to Consumer Credit (Retail) Banking.

profit optimization will follow from:  Good-planning and control of approval process  Well-designed products with appropriately focused marketing  The use of statistical techniques and decision support system that permit risks to be managed predictably  Gathering high quality management information.P a g e | 10 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited Consumer Credit: It is one of the core businesses for United Commercial Bank Limited and has been targeted for significant further growth. but incorporates the concept of lending against acceptable risks. This reflects the potential of consumer credit scheme to produce high levels of economic profit and perceived demographic trends toward an expanded middle class and higher income levels. United Commercial Bank is a conservative lender in consumer credit as part of its corporate philosophy. conservatism does not mean simply minimizing bad debts. which is then read and used. Asset quality is generally expected to be higher in personal lending than corporate lending due to variety of factors including:  Diversification of risk  Security  Cultural values  The increasing need for individuals to have access to bank credit for the conduct of normal daily activities. INDEPENDENT UNIVERSITY. BANGLADESH (IUB) . The Bank‘s overriding goal is not only to increase total shareholder return but also to contribute to the socio economy by improving the life style of the limited income segment of the country and that can be achieved optimizing profits. However. rather than just minimizing losses.

For wedding only. Refrigerator. Television. Small PABX system. Household Durable Loan Car loan For purchasing household durables. Furniture and any other household items. Any qualified person For emergency need For Study purpose only For traveling purpose. Ambulance and any other vehicle for own use. Doctors’ Loan Loan against salary Any purpose loan Education loan Travel Loan Marriage loan CNG Conversion Loan Hospitalization Loan For the Doctors only.P a g e | 11 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited Consumer Credit Schemes of United Commercial Bank Limited: The United Commercial Bank with their financing items under CCS loan is given below: Household Durable Loan: Motor Cycle. Other home electric appliances. Fax machine. Jeep. Station Jeep. Cover Van. Bus. Photocopier. Mobile Phone set. Truck. Car. Audio-video equipment. Personal Computer. BANGLADESH (IUB) . To convert into CNG For treatment in hospital INDEPENDENT UNIVERSITY. Pick up Van.

items to support professional tools or other relevant needs (e. Doctors’ Loan Customer Segment  Any Bangladeshi citizen who is a graduate in Medical Science/Dentist/Eye/Allopathic as self-employed or salaried people has the means and capability to repay the loan. International aid agencies and any tax paying businessmen of repute and self-employed tax-paying individual having a reliable source of income. middle to large size local corporate. Autonomous and reputed Non-Government Organization. In specific terms the target customers should cover salaried executives of multinational companies. Government officials. Purpose  Small scale purchase of different medical equipments. run or set up a clinic/hospital/dispensary). Autonomous and reputed Non-Government INDEPENDENT UNIVERSITY. Officials working in Semi-government. BANGLADESH (IUB) . Household Durable Loan Customer Segment  Any Bangladeshi individual who has the means and capacity to repay the loan. Officials working in Semi-government.g. machineries. middle to large size local corporate. In specific terms the target customers should cover salaried executives of multinational companies. Purpose  Purchase of non-commercial new and reconditioned vehicles for personal use only by individual. Government officials.P a g e | 12 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited Car loan: Customer Segment  Any Bangladeshi individual who has the means and capacity to repay the loan.

for personal use only. Purpose may be as follows: INDEPENDENT UNIVERSITY. reputed trading firms and all other salaried persons Purpose The customer has to declare the purpose of the loan but submission of supporting document is not mandatory. Any purpose loan Customer Segment  Employees of reputed multinational companies and large local corporate  Employees of medium sized or mid-range local corporate such as reputed schools and colleges. Purpose  Purchase of household durables like Television. BANGLADESH (IUB) .P a g e | 13 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited Organization. Washing Machine. Purpose  To meet the financial need for marriage purpose.  Any tax paying businessmen of repute and self-employed tax-paying individual having a reliable source of income. Government officials. Refrigerator. Air conditioner. Non-Government Organization. International aid agencies and any tax paying businessmen of repute and self-employed tax-paying individual having a reliable source of income. Non-Government Organization. insurance and leasing companies. reputed trading firms and all other salaried persons. insurance and leasing companies. Marriage loan Customer Segment  Employees of reputed multinational companies and large local corporate  Employees of medium sized or mid-range local corporate such as reputed schools and colleges. other household furniture etc. Computers.

P a g e | 14 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited  House renovation  Marriage in a family  Advance retail payment  Hospitalization or other emergency medical needs  Trips abroad  Purchase of Miscellaneous household appliances  Purchase of personal computer  Purchase of electronic items  Purchase of furniture Education loan: Customer Segment  Employees of reputed multinational companies and large local corporate  Employees of medium sized or mid-range local corporate such as reputed schools and colleges. Non-Government Organization. reputed trading firms and all other salaried persons  Any tax paying businessmen of repute and self-employed tax-paying individual having a reliable source of income. Government officials. INDEPENDENT UNIVERSITY. insurance and leasing companies. insurance and leasing companies. reputed trading firms and all other salaried persons.  Any tax paying businessmen of repute and self-employed tax-paying individual having a reliable source of income. BANGLADESH (IUB) . Non-Government Organization. Purpose  For educational purposes like study in abroad or within the country. Hospitalization Loan: Customer Segment  Employees of reputed multinational companies and large local corporate  Employees of medium sized or mid-range local corporate such as reputed schools and colleges.

BANGLADESH (IUB) . insurance and leasing companies. Chittagong  CMH. Non-Government Organization. reputed trading firms and all other salaried persons INDEPENDENT UNIVERSITY.P a g e | 15 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited Purpose To meet the financial need for treatment purposes in the following hospitals/clinics of Dhaka and Chittagong:  BIRDEM  Holy family Hospital  Central Hospital  Monwara Hospital  Samrita Hospital  Medinova  Bangladesh Medical  Metropolitan Hospital  Sikder Medical  Islami Bank Hospital  Dhaka Renal Centre  Ibne Sina Hospital  Lab Aid Cardiac Hospital  National Heart Foundation  CMH. Dhaka  Apollo Hospital  Health Care. Chittagong  Health Home. Government officials. Chittagong  Poly Clinic. Chittagong etc Loan against salary Customer Segment  Employees of reputed multinational companies and large local corporate  Employees of medium sized or mid-range local corporate such as reputed schools and colleges.

In specific terms the target customers should cover salaried executives of multinational companies. Purpose  To meet the financial need for travel purpose. insurance and leasing companies. CNG Conversion Loan Customer Segment  Any Bangladeshi individual who has the means and capacity to repay the loan. INDEPENDENT UNIVERSITY. Government officials. middle to large size local corporate. Non-Government Organization. BANGLADESH (IUB) .P a g e | 16 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited Purpose  To meet the financial need for any acceptable purpose. International aid agencies and any tax paying businessmen of repute and self-employed tax-paying individual having a reliable source of income Purpose  For converting vehicles from carbon based fuel to Compressed Natural Gas system. reputed trading firms and all other salaried persons. Travel Loan Customer Segment  Employees of reputed multinational companies and large local corporate  Employees of medium sized or mid-range local corporate such as reputed schools and colleges.  Any tax paying businessmen of repute and self-employed tax-paying individual having a reliable source of income. Autonomous and reputed Non-Government Organization. Officials working in Semi-government.

 To improve the living standard of limited income group through financing in purchasing necessary goods. Follow up and Persuasion over phone 1st Remainder Letter and first step follows                 2nd Reminder letter single visit of credit officer 3rd Reminder letter Group visit by team members Follow up over phone Letter to Guarantor.  To ensure the credit facility to the both middle class Limited income group and upper class income group.P a g e | 17 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited Objective of the Customer Credit Scheme: United Commercial Bank Limited started the Consumer Credit Scheme program with a view to fulfill its benevolent institutional objectives through financing the middle class limited income group. Employer Reference all above effort follows Warning of legal action by next 15 days Call up of loan Final Reminder and serve legal notice Legal proceeding begins Repossession starts Telephone calls Legal proceeding continues Collection effort continues by officer & agents Letter to different Banks and Associations 45-59 days 60-89 days 90 and above days INDEPENDENT UNIVERSITY. Collection Steps of United Commercial Bank Limited: Days Past Due Collection Action 1-14 days 15-29 days 30-44 days Letter.  To participate in the socio-economic development of the country. BANGLADESH (IUB) .

Simultaneously. Gwinner and Gremler (2002) has been the backbone of my research. Credence product by nature. as it is inexpensive and profitable for the business than attracting new ones and establishing relationship. outcomes from processing fieldwork data will lead to the most imperative aspects the bank needs to focus on for improvement to cater their customers better. dated back in 2007. The Credit Department (Retail Banking) policy of UCB is prepared in line with the guidelines of Bangladesh Bank to handling it in a disciplined way. With assumption that the structural equation model devised by the author to be exhaustive. Credit Department plays a very important role in bank as they evaluate the risk and take decision about giving loan to the customers. and supply of funds in the money market intersect at a point that makes most of the financial service-availing institutions indifferent for selection of bank. is among the first banks that took relationship banking seriously through ―Happy Banking‖ campaign. BANGLADESH (IUB) . An award winning service research journal on relationship benefits and quality for serviceoriented business authored by Hennig-Thurau. financing services by banks to commercial institutions are difficult to measure. Lion share revenues of banks comes by meeting the financial requirements of the SMEs and corporates. The bank offers innumerable flexible options and benefits to their clients along with emphasizing professional bonds between bank employees and clientele. While demand for. In this report I have tried to study the literatures instruments about customer satisfaction process and also the credit operation of United Commercial Bank Limited. INDEPENDENT UNIVERSITY. United Commercial Bank Ltd.P a g e | 18 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited About The Research: Consumer Credit (Retail Banking) is one of the vital functions for any bank. banks in recent times have taken fostering of relationship with present clients with great care. In this scenario a stronger bank has an edge. The journal encompasses a multivariate study that probes several aspects of relationship between service provider and customers with thorough analysis on this field of study.

charges and employee behavior about in the context of customer satisfaction. The main purpose of the study is to have an assessment about Consumers Credit Schemes of United Commercial Bank Limited and customer satisfaction gaining from those credit schemes. INDEPENDENT UNIVERSITY. This report will mainly focus on managing credit risk by providing proper satisfaction towards the customers as well as achieving organizations profit. Updated products. Find out the relationship between service quality. Purpose of the Study: The purpose of the internship program is to familiarize students with real market situation and compare it with bookish concept. BANGLADESH (IUB) . Major purpose of the study are     To examine customer satisfaction towards UCB credit schemes. Establishing favorable employee attitude to provide better satisfaction towards customers. To find out the real picture of UCB in terms of deposits and other financial products.P a g e | 19 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited Statement of the Problem: Credit risk and customer dissatisfaction corresponds to potential financial loss as a result of customer‘s inability to honor the terms and conditions of credit facility. Developing new products and ideas to create brand awareness as well as for proper customer satisfaction.

many scholars agree that service quality can be decomposed into two major dimensions (Gronroos. Levitt (1981) proposes that customers use appearances to make judgements about realities. banks all over the world offer similar kinds of services. Moreover. 1995). and try to quickly match their competitors‘ innovations. Moreover. the first dimension is concerned with what the service delivers and on the other hand. Moreover. due to intangible nature of services. the second dimension is concerned with how the service is delivered: the process that the customer went through to get to the outcome of the service. The finding of the study reinforces that customer satisfaction is linked with performance of the banks. Zeithaml (2000) also found evidence about the influences of service quality on profits and Heskett et al. Service Quality: Research has indicated that service quality has been increasingly recognized as a critical factor in the success of any business (Parasuraman et al. customer satisfaction and profitability. 1984. while Lewis and Booms (1983) propose INDEPENDENT UNIVERSITY.. It can be noted that customers can perceive differences in the quality of service (Chaoprasert and Elsey. 1982). Lehtinen and Lehtinen. banks need focus on service quality as a core competitive strategy (Chaoprasert and Elsey. banks can earn high profits if they are able to position themselves better than their competitors within a specific market (Davies et al. 1999) and on the other hand. (1997) argued that a ―direct and strong‖ relationship exists among service quality. The banks understand that customers will be loyal if they receive greater value than from competitors (Dawes and Swailes. as well as both banks enjoying substantial increases in profit.Vimi and Mohd (2008) undertook a study of the determinants of performance in the Indian retail banking industry based on perception of customer satisfaction. However.. 1988) and the banking sector in this case is not exceptional. customers evaluate banks‘ performance mainly on the basis of their personal contact and interaction (Gronroos. The study of Newman and Cowling (1996) reports that two British banks used the SERVQUAL model and this model improved quality of service. Berry (1980) along with Booms and Bitner (1981) argue that.P a g e | 20 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited Review of Literature: In this research I have go through some variables which must be needed to create best customer satisfaction in United Commercial Bank Limited. customer use elements associated with the physical environment when evaluating service quality. The first is referred to by Zeithaml et al. 1995). Service quality has been widely used to evaluate the performance of banking services (Cowling and Newman. Hostage (1975) believes that a service firm‘s contact personnel comprise the major determinants of service quality. Therefore. The study of McCleary and Weaver (1982) indicated that good service is defined on the basis of identification of measurement behaviours that are important to customers. 2004). BANGLADESH (IUB) . 2004). Moreover. 1990). (1985) as ―outcome quality‖ and the second by Gronroos (1984) as ―technical quality‖.

and practices of depository institutions are likely influencing trends in fees. Electronic banking according to Al-Abed (2003) is an umbrella term for the process by which a customer may perform banking transactions electronically without visiting a brick-and-mortar institution.P a g e | 21 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited that service quality resides in the ability of the service firm to satisfy its customer needs i. such as making more payments electronically. returns of deposited items. manage and control financial transactions. buy and sell stocks and shares (Carse. During this period. have declined. wish to provide. In order to survive both from domestic and the increasing level of global cross-border competition. the banks. and they frequently represent the difference between positive experiences or negative experiences and whether customers stay or go. Historically. change in the banking industry was driven by the twin forces of deregulation and technological change. mobile phone banking. and PC banking. It has been found that employee commitment and advocacy INDEPENDENT UNIVERSITY. such as monthly account maintenance fees. Burr (1996) describes it as an electronic connection between the bank and the customer in order to prepare. TV-based banking. but their exact effects are unknown. to capture and retain the most profitable customers and secondly to redirect unprofitable customers into service channels which can limit the costs and maximise potential revenues (Mols. Updated products refer to the use of information and communication technology by banks to provide services and manage customer relationship more quickly and most satisfactorily (Charity-Commission. and stop payment orders have risen by 10 percent or more since 2000. Employee Behavior: Employees are key stakeholders in value delivery and brand/supplier success. telephone banking. Firstly. BANGLADESH (IUB) . Updated Products: From the beginning of the 1990s until the middle of July 2007. the portion of depository institutions income derived from noninterest sources—including fees on savings and checking accounts—varied but increased overall from 24 percent to 27 percent. banks need to change their process of servicing their customers. Customers want to transact their banking transactions at any time and location convenient for their life-style. They want to pay their regular household bills. while others. 2003). Changes in both consumer behavior. Lustsik (2004) describes electronic banking as a variety of the following platforms: Internet banking. Banks customers‘ taste and desire have begun to raise the stakes of expectation of exceptional services. 1999). Charges: Data from private vendors indicate that average fees for insufficient funds.e. customer satisfaction. banks have taken the attitude that they will provide customers with the services and products that they. 1998). overdrafts.

g. Oliver 1999. we postulate satisfaction to positively influence commitment. Similarly.g. Cermak. Oliver. Reichheld 1993. Anderson and Sullivan 1993. Oliva. Stauss and Neuhaus 1997). satisfaction has been identified as a key driver in the generation of (positive) customer word-of-mouth behavior (e. The relevance of satisfaction in gaining loyal customers and generating positive word-ofmouth is largely undisputed (e. BANGLADESH (IUB) . Drawing on Hennig-Thurau and Klee (1997). customer satisfaction is understood as the customer‘s emotional or feeling reaction to the perceived difference between performance appraisal and expectations (e. and the repeated fulfillment of these social needs is likely to lead to bonds of an emotional kind that also constitute commitment (Hennig-Thurau and Klee 1997). more recent studies suggest the impact of satisfaction on customer loyalty is rather complex (e. satisfaction is related to the fulfillment of customers‘ social needs. INDEPENDENT UNIVERSITY. and Prince 1994. A high level of satisfaction provides the customer with a repeated positive reinforcement. Work environment influences the way how employees feel about their company. studies have found satisfaction to be a (and often the) leading factor in determining loyalty (e. In addition.g. and coworkers. and Keiningham 1996. In their service profit chain model. Although satisfaction is modeled as the only immediate antecedent of loyalty.. Anderson and Fornell 1994. thus creating commitment-inducing emotional bonds. Drory and Romm (1988) In fact. 1992). Several studies provide evidence for the significant influence of satisfaction on loyalty and word-of-mouth communication. Rust. Oliver 1980. Yi 1990). employee satisfaction. Zahorik. satisfaction. Dwight. However.D. Oliver 1996). and MacMillan 1992. and also to corporate sales and profitability.P a g e | 22 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited behavior have a direct and profound relationship to the loyalty of customers.. Heskett et al. (1994) proposed customer loyalty to be the result of a complex causal chain.Ferris. employee loyalty. other key drivers of loyalty include service quality..R. and internal service quality. and they impact the productivity. boss. the Drory and Romm study found that employees‟ perception of employee behavior are dependent upon circumstances and that as circumstances or elements of a situation vary so do perceptions regarding the politics. File. Relationship quality is generally considered to be composed of satisfaction and commitment.g. Yi 1990).Frink (1996) studied Politics as a potential source of stress in the work environment.. Rust and Zahorik 1993). Gerald. Indeed. Several (but not all) of the relationships hypothesized in the service profit chain model have been confirmed empirically by Loveman (1998). Customer Satisfaction: According to the disconfirmation paradigm. Bloemer and Kasper 1994..g. and intent to turnover of the workers (Ferris & Kacmar.

BANGLADESH (IUB) .P a g e | 23 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited Conceptual Framework: The framework for the projected study is presented below: Service Quality Updated Products Customer Satisfaction Charges Dependent Variable Employee Behavior Independent Variables Figure 1: Framework of Research Variable and their Relationships INDEPENDENT UNIVERSITY.

P a g e | 24 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited Research Questions and Hypothesis: RESEARCH QUESTIONS Q1: Does service quality effect customer satisfaction in the context of UCB? Q2: Does updated products effect customer satisfaction in the context of UCB? Q3: Does charges effect customer satisfaction in the context of UCB? Q4: Does employee behavior effect customer satisfaction in the context of UCB? HYPOTHESIS H1: Service quality effect customer satisfaction in the context of UCB. BANGLADESH (IUB) . H3: Charges effect customer satisfaction in the context of UCB. H2: Updated products effect customer satisfaction in the context of UCB. H4: Employee Behavior effect customer satisfaction in the context of UCB. INDEPENDENT UNIVERSITY.

Cooper and Schindler (2003) stated that in this type of probability sampling method each population element is known and has an equal chance of selection. With the above findings in the literature.  Sample Size: Sample size relates to how many people to pick for the study. BANGLADESH (IUB) . Sampling:  Sample unit: In this study as a researcher I found some factor really that whether effects on customer satisfaction or not. Here i selected participants randomly from UCB and give them the questionnaire so that we can know about all those characteristics. attitudes. For this kind of study researcher need to do select a sample size. The purpose of the study was to measure correlations among variables. INDEPENDENT UNIVERSITY. updated products. Our research is a Quantitative Research. I picked both male and female from different ages and professional back ground and the sample size was N=40. perception of participants. More specifically it is an ex post facto study because this study involves after the fact report on what happened to the measured variables.  Sample Procedure: Their as a researcher i used probability sampling to collect information. Our sampling technique will be simple random sampling under the probability sampling method so that we can select randomly from our existing customers.The study will be conducted only in some branches of Dhaka city due to time and budget constraints. We have used purposive probability sampling to know the characteristics or experiences. To get proper satisfaction idea from customers i targeted the population who has an experience dealing with UCB. That‘s why it is a causal studies. employee behavior and customer satisfaction with organizational performance. charges.P a g e | 25 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited Methodology: Research design: The projected framework (Figure: 1) represented the outline and arrangement of relationships among the set of considered variables. this study aims to inspect the possible relationships among service quality.

as researchers I used primary data to examine the research problem and verify hypothesis.Secondary Data are those which have already been collected and analyzed by someone else. We will confirm our respondents that all the data collected from them will be kept confidential and exclusively used for academic purposes and their individual identity would be kept undisclosed individuals. This are- 1 = Strongly Disagree 2= Disagree 3= Neither Disagree nor Agree 4= Agree 5= Strongly Agree Data Collection. While filling out the questionnaires the researchers assisted the respondents to get a better idea of their actual behaviors to minimize the margin of error. quantitative data is required. Five-point of Liker type scales were used in all measures. There are Five (5) response choices. INDEPENDENT UNIVERSITY.P a g e | 26 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited Instruments: Questionnaires will permit us to gather information that cannot be found elsewhere from any secondary information such as books. In a structured questionnaire. newspapers and internet resources. Because this research work is exclusively carry out for Bank. So the questionnaire survey is the most successful method for this study to collect the data. According to interval scale the response choices will be arranged. We used a structured questionnaire. Primary Data are those collected for the first time . BANGLADESH (IUB) . each taking Twenty Five (25) questionnaires to be filled out by respondents from the devised sample. As a researcher I use questionnaire method to collect data from the primary sources. In this study mostly primary data will be used to draw a recommendation. In the context of UCB. Because of this reason. the researcher will use questionnaire. Types of Data and Sources: There are two types of data collection Primary Data & Secondary Data.

15% respondents were in 15000-20000 taka range.5% respondent was in the range of more than 41000 taka. BANGLADESH (IUB) . 12 customers age was between 26-35 years.5% respondent was in the range of 31000-40000 and 22. Among the responding 08 customers age was between 15-25 years. INDEPENDENT UNIVERSITY. 80% of male and 20% of female customers participates in this survey which is shown at below. There are four income ranges. 15 customers age was between 36-45 years and 5 customers age was between 46 and above which is shown below. 35% respondent was in the range of 21000-30000 taka.P a g e | 27 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited Data Analysis: Frequencies analysis: The sample consists of 32 male and 08 female customers. 27.

INDEPENDENT UNIVERSITY. Again between 21000-30000 income ranges there are 11 male and 3 female. Table shows that between 15000-20000 income ranges there are 4 male and 2 female. In 31000-40000 income ranges there are 9male and 2 female. The resonance rate is 100%. age and income.P a g e | 28 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited Crosstabs Analysis We survey 40 respondents with different gender. And in the income of above 41000 ranges there are 8 male and 1 female. BANGLADESH (IUB) .

9 to 1.2 to 0.0 to 0.P a g e | 29 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited Correlation analysis Correlation analysis was conducted on all variables to explore the relationship between variables.7 0. high. marked Very strong.2 0.05). The bivariate correlation procedure was subject to a two tailed of statistical significance at two different levels highly significant (p<.0 Very weak.4 0.7 to 0. According to Nadim Jahangir the classification of correlation coefficient is as follows: 0.4 to 0. BANGLADESH (IUB) . low Moderate Strong.9 0. negligible Weak. very high INDEPENDENT UNIVERSITY.01) and significant (p<.

638 shows positive relationship between two variables. We know.P a g e | 30 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited Relationship between Service quality and customer satisfaction: According to Spearman correlation coefficient between service quality and customer satisfaction is 0. So according to Spearman Correlation test there is a relationship between service quality and customer satisfaction. BANGLADESH (IUB) .021 to +2. √ = 5. which means that service quality effect customer satisfaction in context of UCB.021) and accept alternative hypothesis. Now we have to test r for other calculations or comparisons. INDEPENDENT UNIVERSITY.1074 Hypothesis testing: Ho: null hypothesis = no relationship Ha: alternative hypothesis = relationship At 5% level of significance we cannot accept the null hypothesis as T value don‘t falls in (2.

BANGLADESH (IUB) . which means that service quality effect customer satisfaction in context of UCB.3741 Hypothesis testing: Ho: null hypothesis = no relationship Ha: alternative hypothesis = relationship At 5% level of significance we cannot accept the null hypothesis as T value don‘t falls in (2. So according to Pearson Correlation test there is a relationship between service quality and customer satisfaction. √ = 5.021 to +2.656 shows positive relationship between two variables.021) and accept alternative hypothesis. Now we have to test r for other calculations or comparisons. We know.P a g e | 31 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited According to Pearson correlation coefficient between service quality and customer satisfaction is 0. INDEPENDENT UNIVERSITY.

5971 Hypothesis testing: Ho: null hypothesis = no relationship Ha: alternative hypothesis = relationship At 5% level of significance we cannot accept the null hypothesis as T value don‘t falls in (2. √ = 3. Now we have to test r for other calculations or comparisons.021) and accept alternative hypothesis. INDEPENDENT UNIVERSITY.504 shows positive relationship between two variables. BANGLADESH (IUB) . So according to Kendall's tau_b Correlation test there is a relationship between service quality and customer satisfaction. which means that service quality effect customer satisfaction in context of UCB.021 to +2.P a g e | 32 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited According to Kendall's tau_b correlation coefficient between service quality and customer satisfaction is 0. We know.

616 shows positive relationship between two variables. We know. INDEPENDENT UNIVERSITY. √ = 4. So according to Spearman Correlation test there is a relationship between updated products and customer satisfaction.021) and accept alternative hypothesis.021 to +2.P a g e | 33 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited Relationship between Updated products and customer satisfaction: According to Spearman correlation coefficient between updated products and customer satisfaction is 0. Now we have to test r for other calculations or comparisons.8204 Hypothesis testing: Ho: null hypothesis = no relationship Ha: alternative hypothesis = relationship At 5% level of significance we cannot accept the null hypothesis as T value don‘t falls in (2. BANGLADESH (IUB) . which means that updated products effect customer satisfaction in context of UCB.

√ = 4.021) and accept alternative hypothesis. We know. BANGLADESH (IUB) . INDEPENDENT UNIVERSITY.021 to +2. Now we have to test r for other calculations or comparisons.4695 Hypothesis testing: Ho: null hypothesis = no relationship Ha: alternative hypothesis = relationship At 5% level of significance we cannot accept the null hypothesis as T value don‘t falls in (2. So according to Pearson Correlation test there is a relationship between updated products and customer satisfaction. which means that updated products effect customer satisfaction in context of UCB.587 shows positive relationship between two variables.P a g e | 34 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited According to Pearson correlation coefficient between updated products and customer satisfaction is 0.

which means that updated products effect customer satisfaction in context of UCB.021) and accept alternative hypothesis.P a g e | 35 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited According to Kendall's tau_b correlation coefficient between updated products and customer satisfaction is 0. So according to Kendall's tau_b Correlation test there is a relationship between updated products and customer satisfaction. Now we have to test r for other calculations or comparisons. √ = 3.021 to +2. BANGLADESH (IUB) . We know. INDEPENDENT UNIVERSITY.487 shows positive relationship between two variables.4372 Hypothesis testing: Ho: null hypothesis = no relationship Ha: alternative hypothesis = relationship At 5% level of significance we cannot accept the null hypothesis as T value don‘t falls in (2.

208 shows negative relationship between two variables.021) and reject alternative hypothesis. We know. √ = -1. Now we have to test r for other calculations or comparisons. which means that charges is not effect customer satisfaction in context of UCB which reflect that customers are not satisfied by charges in UCB. So according to Spearman Correlation test there is no relationship between charges and customer satisfaction. INDEPENDENT UNIVERSITY.3108 Hypothesis testing: Ho: null hypothesis = no relationship Ha: alternative hypothesis = relationship At 5% level of significance we can accept the null hypothesis as T value falls in (-2.P a g e | 36 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited Relationship between charges and customer satisfaction: According to Spearman correlation coefficient between updated products and customer satisfaction is -0.021 to +2. BANGLADESH (IUB) .

BANGLADESH (IUB) .P a g e | 37 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited According to Pearson correlation coefficient between charges and customer satisfaction is 0.018 shows negative relationship between two variables. INDEPENDENT UNIVERSITY. Now we have to test r for other calculations or comparisons.021 to +2. We know.1109 Hypothesis testing: Ho: null hypothesis = no relationship Ha: alternative hypothesis = relationship At 5% level of significance we can accept the null hypothesis as T value falls in (-2. √ = -0. So according to Pearson Correlation test there is no relationship between charges and customer satisfaction. which means that charges is not effect customer satisfaction in context of UCB which reflect that customers are not satisfied by charges in UCB.021) and reject alternative hypothesis.

Now we have to test r for other calculations or comparisons. INDEPENDENT UNIVERSITY.155 shows positive relationship between two variables. √ = -0.021) and reject alternative hypothesis.9671 Hypothesis testing: Ho: null hypothesis = no relationship Ha: alternative hypothesis = relationship At 5% level of significance we can accept the null hypothesis as T value falls in (-2. So according to Kendall's tau_b Correlation test there is no relationship between charges and customer satisfaction.P a g e | 38 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited According to Kendall's tau_b correlation coefficient between charges and customer satisfaction is -0. We know. BANGLADESH (IUB) . which means that charges is not effect customer satisfaction in context of UCB which reflect that customers are not satisfied by charges in UCB.021 to +2.

INDEPENDENT UNIVERSITY.352 shows positive relationship between two variables.021) and accept alternative hypothesis.021 to +2.3182 Hypothesis testing: Ho: null hypothesis = no relationship Ha: alternative hypothesis = relationship At 5% level of significance we cannot accept the null hypothesis as T value don‘t falls in (2. We know. √ = 2. So according to Spearman Correlation test there is a relationship between employee behavior and customer satisfaction. BANGLADESH (IUB) . Now we have to test r for other calculations or comparisons.P a g e | 39 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited Relationship between employee behavior and customer satisfaction: According to Spearman correlation coefficient between employee behavior and customer satisfaction is 0. which means that updated products effect customer satisfaction in context of UCB.

Now we have to test r for other calculations or comparisons. which means that updated products effect customer satisfaction in context of UCB. BANGLADESH (IUB) .549 shows positive relationship between two variables.P a g e | 40 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited According to Pearson correlation coefficient between employee behavior and customer satisfaction is 0. √ = 4. INDEPENDENT UNIVERSITY.021) and accept alternative hypothesis. We know. So according to Pearson Correlation test there is a relationship between employee behavior and customer satisfaction.021 to +2.0490 Hypothesis testing: Ho: null hypothesis = no relationship Ha: alternative hypothesis = relationship At 5% level of significance we cannot accept the null hypothesis as T value don‘t falls in (2.

Now we have to test r for other calculations or comparisons.021) and reject alternative hypothesis. BANGLADESH (IUB) . INDEPENDENT UNIVERSITY. 6941 Hypothesis testing: Ho: null hypothesis = no relationship Ha: alternative hypothesis = relationship At 5% level of significance we can accept the null hypothesis as T value falls in (-2.P a g e | 41 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited According to Kendall's tau_b correlation coefficient between employee behavior and customer satisfaction is 0. We know.265 shows positive relationship between two variables. √ = 1. So according to Kendall's tau_b Correlation test there is no relationship between employee behavior and customer satisfaction.021 to +2. which means that employee behavior is not effect customer satisfaction in context of UCB which reflect that customers are not satisfied by behavior of employees in UCB.

The cronbach‘s alpha of service quality is 0. Updated products are also fall to the reliability test because cronbach‘s alpha is 0. Reliability is the extent to which measurement of particular measure of particular test are repeatable. so it is reliable.5 then it should be deemed unacceptable. 50-. The most highly recommended measure of internal consistency is provided be cronbach‘s Alpha (α) as it provides a good reliability estimate in most situations. In this study the coefficient alpha for different constructs were computed using the reliability procedure in SPSS (version 17.811. It is between the standard.0). INDEPENDENT UNIVERSITY. If the reliability of scale for any particular variable is below .P a g e | 42 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited Reliability Analysis: The reliability of a scale that predicts a variable should be measured in order to see whether it actually affects the dependent variable.60 coefficient or cronbach‘s alpha is sufficient. BANGLADESH (IUB) .811 which means it is highly reliable.

625 which is reliable. Again the cronbach‘s Alpha (α) of employee behavior is 0. BANGLADESH (IUB) . so it is reliable. Again the cronbach‘s Alpha (α) of customer satisfaction is 0.784 which is between the standard.800 which is reliable.P a g e | 43 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited The reliability of charges is 0. INDEPENDENT UNIVERSITY.

I analysis various kinds of data that is given in various journals. As my research is based on customer satisfaction this research may helpful for students who are keen to know about UCB recent position in front of customers. Because a trend has been changed over the past few years. future researchers would get the information about the scale that has been used in my study and hypothesis testing will give them an idea whether there is a relationship between our variables or not and reliability tests will give an information whether our question adjust with the variable. sticking with the obsolete business plan will no longer be effective for making profit. While any student is going for making any new business plan they are must needed to go for a research.P a g e | 44 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited Significance of the Study: Business significance: Our research hopefully will help various corporations to be concerned about the present condition of UCB as a bank. So it would be really beneficial for the company s to change their policy and get concerned about the customer satisfaction rather than making profit . our research will help various corporations thus far. it could also be effective and efficient analysis for the future researchers. BANGLADESH (IUB) . updated products. now a day research is also used for academic purpose. customers‘ attitude toward business products or service also changed. get crystal clear idea about the significance of customer satisfaction. Various law suits has already been posted against MNC‘s as well as national companies. newspapers. charges and employee behavior respectively: anyone who will go through these. Thus faculties also need to study and implement those studies (researchers) to their students so that it can help the students for their study.bureaus and websites so. govt. Students will also get the knowledge about current position of UCB as a private bank in Bangladesh through this research. Implication for future research: As i mention earlier.Our study reveals the relationship between the customer satisfaction with the service quality. INDEPENDENT UNIVERSITY. Academic significance: We know. So.

For example. credit repayment sources.P a g e | 45 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited Recommendations:  United Commercial bank Limited has an efficient and excellent credit management team and performing with great expertise and care. details of collateral security with valuation and guarantee. UCBL should develop short procedure for taking the consumer credit loan. A budget is a record that shows the flow of money in and out of the Branch. The present marketing ability to pursue the consumers is not so strong. Budget is necessary because it gives customers a clear view of the branch Consumers‘ Credit. Credit officer measures the risk associated with the credit facility. credit purpose. To encourage people to get educated UCBL must give high amount of education loan for their customer. So UCBL should increases the promotion activities as possible. There are some suggestions for United Commercial banks consumer credit management team from my observation. Stopping the diversion of loan: the major portion of the loan goes to the pocket of those who are wealthy. he should strictly follow the credit evaluation principle followed by the bank. BANGLADESH (IUB)            . Strengthening the Marketing ability. South East Bank and AB Bank. The processing time for taking consumer credit scheme should simple as possible. He should not be liberal in this respect. There are some limitations that can be overcome by some measures to make the performance outstanding. United Commercial Bank training institute should introduce training program on Consumer Credit of their executives to provide unique solution for their financial situation. The system should be developed. Introducing the new feature of product may attract the customer to take loan from the UCBL. The diversion of loan is also prevailing. the general economic and competitive environment of INDEPENDENT UNIVERSITY. The analysis should contain information about the borrower. The analysis should contain an assessment of the competence and quality of the borrower's management ability. Proper consumers‘ credit budget for each branch should be established. Introducing the appropriate client judgment system: the existing client judgment system for consumer evaluation is not so rigorous. So the monitoring system should be improved. After comparing With Dhaka Bank. So they should try to keep their interest rate. This means that the targeted people are not getting loan. To attract the middle class customer and to help the lower income people the UCBL should increase the maximum amount of education loan. United Commercial Bank offer least amount of education loan. UCBL charging 17% effective interest rate that is lower than some other rivals or competitor banks.the consumer taking loan by showing a quotation of furniture but he is not buying that item.

which may affect the borrower's ability to repay the facility. In this competitive market UCBL has to compete not only the others commercial banks but also with the public Bank. As there are lots of local and foreign banks in Bangladesh the UCBL is promising commercial Bank among them. INDEPENDENT UNIVERSITY. I have truly enjoying my internship from the learning and experience viewpoint. which I have greathearted and going to acquire from various courses of my BBA program. It is obvious that the right thinking of this bank including establishing a successful network over the country and increasing resources will be able to play a considerable role in the portfolio of development. BANGLADESH (IUB) . The ATM facility of UCBL is weak than other competitor banks so they should try to improve this facility as soon as possible. During the course of my practical orientation I have tried to learn the practical banking activities to realize it with my theoretical knowledge. Conclusion: As an internee of UCBL. I am confident that this three months internship program at UCBL will definitely help me to realize my further carrier in the job market.P a g e | 46 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited  the borrowers industry and other pertinent factors. the more the income will be from Credit operations the more will be the profit of the UCBL Limited and here lays the success of Credit Financing. should be given much importance. UCBL is more capable of contributing towards economic development as compared with other bank. Success in the banking business largely depends on effective lending. UCBL invested more funds in export and import business. Less the amount of loan losses.

The construct validity of the tripartite classification of attitude. (2010). 16. Empirical validation of affect.  Bangladesh Bank. 103. Dhaka. Sep.A. Journal of Marketing Research. Dhaka: SUBARNA. Craig.. S. A. Nadim. 411 – 423. B. C. Goldsmith. (2003).H. 88 – 95. Nurul Islam and T. S. (1984). behaviour and cognition as distinct attitude Ethical Consumer Research Association: About practice: A review and recommended two-step approach. Bangladesh Bank.. (1979). NJ: Prentice-Hall  Bagozzi.  Howard R. Schedule Bank Statistics. Profits and Market share. INDEPENDENT UNIVERSITY. P. BANGLADESH (IUB) . & Dec. J. R. Chowdhury (1992). 2004 Englewood Cliffs.. Psychological Bulletin. Vol 18.  Breckler.. Various issues. Perceptions of Power: A Cognitive Perspective of Natinalised Commercial Banks in Bangladesh. P. & Sternthal.3 &4. A guide To Growth. ―Financial liberalization in Bangladesh. M. Tybout. A.P a g e | 47 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited References:  Jahangir.59.M. Conceptual Issues and Impact on Banking financial institutions‖ Bank Parikrama. No.  http://www.com  Several Booklets from UCB  Seeral Newsletter from UCB  Credit Operational Manual of UCB  Chowdhury.ucbl.

”There is no right or wrong answer. This research is conducted for academic purposes only. Your information will be kept confidential.P a g e | 48 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited Appendix QUESTIONNAIRE Hello!! We are conducting a survey to find out information regarding ―Consumer Credit Schemes and Consumers satisfaction of United Commercial Bank Ltd (UCBL). So please do not hesitate to answer. BANGLADESH (IUB) . Personal Information Male Female Age: 15-25 Income per month: 15000-20000 Taka 26-35 21000-30000 Taka 31000-40000 Taka 36-45 41000 and above 46 and above Occupation ________________ INDEPENDENT UNIVERSITY. All information will be used for the purpose of this specific research.

UCBL charges higher amount for down payment compare to others. Compared to our quality. 8. Charges: 1 2 3 4 5 10. The service quality should be improved. Sometimes you get services at cheaper price than our listed rate. 7. 4. UCBL‘s services are up to mark. The time limit to repay the payables should be increased. 13. 1 1 2 2 3 3 4 4 5 5 3. 15. You feel safe dealing with us. 1 1 1 2 2 2 3 3 3 4 4 4 5 5 5 1 1 1 2 2 2 3 3 3 4 4 4 5 5 5 INDEPENDENT UNIVERSITY. We do not have any hidden charges. 5. The procedure of our services and the transactions are clear to you. The interest rate charged on credit scheme is high. 11.P a g e | 49 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited 1= Strongly Disagree 2= Disagree 3= Neither Disagree nor Agree 4= Agree 5= Strongly Agree Service quality: 1. UCBL is an excellent bank to have banking services. 2. 14. 12. we charges extra. 1 1 1 2 2 2 3 3 3 4 4 4 5 5 5 6. BANGLADESH (IUB) . 1 1 1 2 2 2 3 3 3 4 4 4 5 5 5 9. External appearance of bank is good. Availability of ATM in several locations. Updated Products: Products are up to date The installment policy is easy.

You will tell others about us. 24. With UCBL your purpose is properly fulfilled. Employees are skilled and efficient. We meet your expectation level. 1 1 1 1 2 2 2 2 3 3 3 3 4 4 4 4 5 5 5 5 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5 1 2 3 4 5 INDEPENDENT UNIVERSITY. Employees provide fast and efficient service. 18. You are satisfied with the online customer service of the UCBL. You have confidence on our work. In general you are satisfied with services of UCBL. You would like to deal with us in future. Customer Satisfaction: 21. 20. 19. 23. You feel discomfort in the transactions you do with this bank. BANGLADESH (IUB) . 17.P a g e | 50 Consumer Credit Schemes and Consumer Satisfaction of United Commercial Bank Limited Employee Behavior: 16. 25. 22.

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