Chapter -1
Introduction
Page 1
1.1 Background of the Study
Internship is a partial requirement of graduation. It offers a great opportunity for any student
to get some tremendous and brilliant ideas about the practical field. It is also a challenging
experience to prepare Internship Report which increases intellectual abilities as an efficient
graduate. As Banking sector have emerged as the most important player of our economy and
they also offer a passionate environment for career development so it was my premier
objective since the very beginning of BBA program to accomplish internship in this type of
financial institution.
A develop banking sector plays a vital role for financial stability of a country. Uttara Bank
(UBL) is a oldest Private bank. It now spans in the developed and emerging economies of the
world. The internship program was carried on the consumer banking department. The
internship report has been based on the Customer’s Attitude toward the online banking taken
by the consumers of Uttara Bank (UBL). During the three month long internship period
spanning form May 12 to July 12 in Uttara Bank (UBL) the writer of this report gained
practical knowledge about the evaluation process of Customer Attitude toward the online
banking of Uttara Bank (UBL) and worked on a project titled “ Analyze Customer Attitude
Toward The Online Banking Services of Uttara Bank Ltd(Nayabazar Branch)”.
I have tried my best to use this opportunity to enrich my knowledge on banking system. After
serving thoroughly, I have prepared this report on the basis of my finding and observation
relating to the topics or the subject.
1.2 Scope of the Report
UBL is determined to expand its business in financial market in Bangladesh. It is expanding
its hand in different events every day. At the same time the banking process is becoming
faster, easier and the banking area becoming wider. As the demand for better service
increases day by day they are coming with different innovative ideas and products. In order to
survive in the competitive field of banking sector, all the organization are looking for better
service opportunity to provide their fellow clients. The ancestry of this study is to know the
online banking system of Uttara Bank Ltd.
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This study is originated to make a study on the overall general banking and introduction the
program of UBL and is apart of the internship study prepared for competition of the BBA
degree.
1.3Justification of the study
This report is a result of three months internship in UBL (NayaBazarBranch).It is also to us
that there is no alternative of practical knowledge and practical knowledge is more durable
and useful than the theoretical knowledge. This study will help me to draw the true picture of
practical business world, particularly the banking business and also to attain practical
knowledge on the various spheres of the banking business. The study indicates the recent
situation of onlinel banking of UBL and the customer Attitude about this. All this information
will help the management to identify various scopes and limitation of organization and this
information will help to reengineering the operation of UBL. This is the basic rational behind
the study besides, it would be great opportunity for me to get familiar with this system. This
study is of paramount importance for the management of UBL and researcher as a student of
Marketing.
1.4 Objective of the Study
1.4.1 Broad Objective
The broad objective of the study is to analyze Customer Attitudes Towards The Online
Banking of Uttara Bank Ltd
1.4.2 Specific objective:
To know about the Online Banking Service of UBL
To measure customer attitude towards the online banking services of UBL
To recommend some measures for the development of online banking services of
UBL
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1.5 Methodology
The overall process of methodology is given as following:
1.5.1. Types of Research
This is a descriptive research.
1.5.1.1. Sources of Data
I have collected data from two sources; one is primary sources and another is secondary
sources.
1.5.1.2. Primary Sources
The primary sources are:
Questionnaire survey.
1.5.1.3. Secondary Sources
The secondary sources are:
Website of the bank.
Bank Report
Annual Report of Uttara Bank Limited.
Other related research paper.
1.5.2. Data Collection Procedure
The method which is followed for data collection is researcher administrated questionnaire
survey.
1.5.2.1. Primary Data
Questionnaire survey method was used for primary data collection.
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1.5.2.2. Secondary Data
Secondary data have been collected through the published material of
the company & internet.
1.5.3. Questionnaire
1.5.3.1. Types of questions
A well-structured questionnaire has been used to collect the data. The
questionnaire has 21 questions which are easily understandable by the
respondents.
1.5.4. Sampling Plan
1.5.4.1. Population
All the customersonline banking of Uttara bank Ltd (NayabazarBranch).
1.5.4.2 Sample Element
Individual customer online banking of Uttara bank Ltd (NayabazarBranch)
1.5.4.3. Sampling Frame
Bank did not provide me sampling frame due to secrecy
1.5.4.4. Sampling Procedure
Non-probability convenience sampling technique has been used to conduct this study.
1.5.4.5. Sample Size
The size of sample is 50.
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1.5.4.6. Time period for data collection
Time period for data collection is April 13th, 2014 to July12, 2014.
1.6. Limitation
I have faced the following problems that may be termed as the limitation of the study. The
limitations of this report are as follows:
Due to time and cost restriction, the study is concentrated in selected areas of the
company. As an intern, I had only three months which is not enough.
Another constraint of the study was insufficiency of information due to security and
other corporate obligation.
It was very difficult to verify the accuracy of the collected data. Available data could
not be verified.
Large – scale research was not possible due to constraints and restrictions posed by
the organization. Particularly unavailability of sufficient written document as required
for making a comprehensive study.
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Chapter -2
Uttara Bank Profile
Page 7
2.1. Bank Profile
Uttara Bank Limited is a scheduled commercial bank in Bangladesh. It established in Bangladesh
under the Bangladesh Bank order 1972, and incorporated as private limited company on June 29,
1983 under the Bangladesh Bank order 1972. Its operation started on August 21, 1983 with a vision to
be the market leader through to providing all sorts’ support to people in term of promoting corporate
and small entrepreneurs and individuals all over the Bangladesh.
Uttara Bank will be a unique organization in Bangladesh. The Head Office is located at
Bank’s Head Office, Uttara Bank Bhaban 47, ShahidBirUttom Asfaqus SamadSarak(90, Motijheel
Commercial Area), P.O. Box No. 217 & 818 Dhaka-1000, Bangladesh.
The Bank consists of major
divisions named 1) Corporate banking, 2) Retail banking, 3) Treasury, 4) Small & Medium
Enterprise (SME). At present the Bank operating its business by 220 Branches. Uttara Bank
is the first local commercial banks that proving online banking service to its customers from
the very beginning of its starts.
2.2.1. Vision
Uttara Bank will be a unique organization in Bangladesh. It will be a knowledge-based
organization where the Uttara Bank professionals will learn continuously from their
customers and colleagues worldwide to add value. They will work as a team, stretch
themselves, innovate and break barriers to serve customers and create customer loyalty
through a value chain of responsive and professional service delivery.
Continuous improvement, problem solution, excellence in service, business prudence,
efficiency and adding value will be the operative words of the organization. Uttara Bank will
serve its customers with respect and will work very hard to instill a strong customer service
culture throughout the bank. It will treat its employees with dignity and will build a company
of highly qualified professionals who have integrity and believe in the Bank’s vision and who
are committed to its success. Uttara Bank will be a socially responsible institution that will
not lend to businesses that have a detrimental impact on the environment and people.
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2.2.2. Mission
To provide high quality financial service
To provide excellent quality customer service
To maintain corporate and business ethics.
To become a trusted repository of customers money and their financial advisor.
To make their stop superior and rewarding to the customers.
To display team sprite and professionalism.
To have a sound capital base.
2.2.3. Goal
Uttara Bank will be the absolute market leader in the number of loans given to small and
medium sized enterprises throughout Bangladesh. It will be a world-class organization in
terms of service quality and establishing relationships that help its customers to develop
and grow successfully. It will be the Bank of choice both for its employees and its
customers, the model bank in this part of the world.
2.2.4. Objective
To creating an honest, open and enabling environment
To value and respect people and make decisions based on merit
To strive for profit & sound growth
To value the fact that they are the members of the Uttara Bank family – committed to
the creation of employment opportunities across Bangladesh.
To work as a team to serve the best interest of our owners
To relentless in pursuit of business innovation and improvement
To base recognition and reward on performance
To mobilize the savings and channeling it out as loan or advance as the company
approve.
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To establish, maintain, carry on, transact and undertake all kinds of investment and
financial business including underwriting, managing and distributing the issue of
stocks, debentures, and other securities.
To finance the international trade both in import and export.
To develop the standard of living of the limited income group by providing
Consumer Credit.
To finance the industry, trade and commerce in both the conventional way and by
offering customer friendly credit service.
2.2.5. Slogan
“Abohoman Banglar Oitijje Lalito”
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2.3 Executive Committee
Chairman
Azharul Islam
Vice-Chairman
Iftekarul Islam
Members
Col, Engineer M. S. Kamal (Retd.)
Muhammad QuamrulAhsan
AsifRahaman
Shaikh Abdul Aziz Managing Director &
CEO
Md. FazlurRahman
Secretary
Audit Committee
Chairman
Dr. Md. RezaulKarimMazumder
Members
FaruqueAlamgir
Prof. Dr. Abu HossainSiddique
Md. FazlurRahman
Md. FazlurRahman
Secretary
Risk Management Committee
Chairman
Iftekharul Islam
Members
Col. Engineer M. S. Kamal
(Retd)
M. TajulIslma
Prof.
Dr.
Abu
HossainSiddique
Shaikh
Abdul
Aziz
Managing Dirextor& CEO
Md. FazlurRahman
Secretary
Auditors
ATA Khan & Co.
M. J. Abedin& Co.
Charted Accountants
Charted Accountants
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2.4 Organizational Structure of UBL
Chairman
Bord of
Directors
Managing
Directors
Exicutive Vise
President
Senior
Executive Vice
President
Deputy
Managing
Directors
Senior Vise
President
Vise President
Senior
Assistant Vise
President
Senior
Executive
Officer
First Assistant
Vise President
Assistant Vise
President
Exicutive
Officer
Senior Officer
Officeer
Assistant
Officer
Junior Officer
Figure: Management Hierarchy
Page 12
2.5. Service & Product of Uttara Bank Limited
SERVICES AND PRODUCTS:
UBL is a service oriented financial institution. The main function of the bank is to provide
services to its clients. The bank offers various products and services to the clients to attract
them. The first primary job of the bank is to collect deposit from its clients and other
prospective clients who still have not opened their accounts at the bank. They offer different
accounts at the bank. They offer different interest rates to the different accounts. The bank
also provides credit facilities to its clients. In fact the deposits are collected to lend some
money to the people to make profit. Also the foreign exchange department opens the L/C to
its clients and thus collects L/C commissions from its clients and thus makes a huge profit of
its own.
UBL offers many products and services to its clients on their satisfaction. It has a good
reputation in the banking sector by continuously updating product and service qualities. A
bank cannot be able to make its desirable progress without the satisfaction of its customers.
That’s why UBL always gives preference to its client satisfaction and made significant
progress through its operation such as deposit mobilization, credit management, foreign trade
etc.
SERVICES:
As a financial service institution, UBL provides the following services to its clients.
Personal Banking
SME services
Online banking services
Internet banking services.
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These services will be discussed here:
1. Personal Banking:
Amongst private sector banks, UBL has already made its mark in the personal banking
segment.
2. SME Services:
Since inception, the UBL has held socio economic development in high esteem and was
among the first to recognize the potentials of SME’s.
Uttara Bank Limited’s involvement:
Recognizing the SME segment’s value additions and employment generation capabilities
quite early, the bank has pioneered SME financing in Bangladesh in 2003, focusing on
stimulating the manufacturing sector and actively promoting trading and service businesses.
Experience and learning’s:
The single largest problem of the lower end of the SME sector is that they are unable to fully
understand their needs. Even if these needs are understood, they are seldom met with right
product mix. Small business owners are unable to provide banks with required information of
the right type and quality. This has created a gap between the borrower and the banks and has
served to limit the outreach of SME financial products. In order to conquer this barrier, Uttara
Bank SME unit provides comprehensive support to prospective clients in evaluating their
business and preparing the required documents in acceptable formats. In this regard, the
Uttara Bank SME unit has been working in close collaboration with the USAID, the SEDF an
IFC managed multi donor facility and the World Bank.
3. Online Banking Services:
Online banking services are designed to provide better services to its clients. Previously
UBL used PC bank but now they use world class software named Flora to avail this
service to their customers. This allows them to give prompt service to their valued
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clients. Flora is a universal banking solution that meets the customer’s needs in retail,
corporate and investment banking. Under this system, the bank is capable of doing, for
example, the following transactions:
Cash withdrawal from consumer’s account at any branch of the bank;
Deposit in consumer’s account to any branch of the bank;
Transfer of money from customer’s account to any other account with any branch of
the bank.
4. Telephone & Internet Banking Services:
UBL provide services by telephone and Internet Banking facilities to its clients.
The following are the glimpses of the facilities:
Through Telephone banking:
Access to the account information anytime from anywhere
Request for cheque book and account statements
Make cheque status inquiry
Place stop cheque instruction
Make utility bill payment.
Through Internet banking:
Access to the account information anytime from anywhere
Fund transfer
Make utility bill payment
Open and close term deposit
Request for cheque book and account statements
Place stop- cheque request
Make loan repayment
Inquire interest and foreign currency rates and many more.
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Products:
Loan:
Personal loan
Car loan
Vacation loan
Any purpose loan
Monthly Saving Scheme (MSS)
Monthly Benefit Scheme (MBS)
Double Growth Deposit Scheme
These products will be discussed here:
1. Personal loan:
As part of establishing a personal banking franchise of UBL, the bank has successfully
launched personal loan. The product is a term financing facility to aid them in their purchases
of consumer durables or services. Depending on the size and purpose of the loan, the number
of installments varies from 12 to 48 months.
2
Car loan:
The car loan is a term financing facility to individuals to aid them in their pursuit of has a car
of their dream. The facility becomes affordable to the clients as the repayment is done
through fixed installments facility period. Depending on the size purpose of the loan, the
number of installments varies from 12 to 60 months. In case of brand new cars, the loan
tenure will be maximum 72 months.
3
Vacation loan:
Vacation loan is a term financing facility to individuals to aid them in their hunt for spending
a vacation in the country or abroad. The facility becomes affordable to the clients as the
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repayment is done through fixed installments facility period. Depending on the size and
purpose of the loan, the number of installments varies from 12 to 48 months.
4
Any purpose loan:
UBL introduced “Any Purpose Loan”. Now the client can get loan up to tk. 25,00,000 to
spend it any way he/she chooses to.
5
Monthly Saving Scheme (MSS)
Saving is the best friend in bad days. Small saving can build up a prosperous future.
Saving can meet up any emergencies. UBL has introduced monthly saving scheme that
allows saving on a monthly basis and getting a handsome return upon maturity. If anyone
wants to build up a significant saving to carry out your cherished dreams, UBL MSS is the
right solution.
6
Monthly Benefit Scheme (MBS)
UBL has introduced monthly benefit scheme for the prudent persons having ready
cash and desiring to have fixed in income on monthly basis out of it without taking risk of
loss and without en-cashing the principal amount. This scheme offers highest return with zero
risk. Everyone can plan your monthly expenditure with the certain monthly under the
scheme.
7Double Growth Deposit Scheme
For people who have cash flow at this moment ant want to get it doubled quickly
UBL has Double Growth Deposit Scheme that offers to make double money within 7 years
respectively resulting a high rate of interest.
DEPOSIT:
At present Uttara Bank Limited has the following deposit product that has been offered to
general public:
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1
CURRENT ACCOUNT
The client can enjoy maximum flexibility and convenience when he/she opens a current
account with us.
This account offers:
Any number of transactions a day.
No minimum balance fee.
Statement of account at your desired frequency.
Few cost of cheque book.
Any branch banking facility.
Statement by Fax on demand.
2
SAVINGS ACCOUNT
The Savings Account allows the client to have interest income on his/her deposit whilst the
account can be used for your transaction purposes. He/she can draw a maximum number of
two cheques per week; exceeding this number will forfeit the interest for the month. UBL
offers a competitive interest rate (4.50%) on the account. Also there is no requirement for a
minimum balance to be maintained in the account to be eligible for the interest. Interest is
applied to the account on half-yearly rests.
This account also offers:
No minimum balance fee.
Statement of account at client’s desired frequency.
Few cost of cheque book.
Any branch banking facility.
Statement by Fax on demand.
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3
SHORT TERM DEPOSIT ACCOUNT
UBL Short Term Deposit Account is a unique blend of flexibility and high return on your
deposit. The client can use this account like a current account whilst he earns interest on the
account when the stipulated minimum balance is maintained in the account. UBL offers a
very competitive interest rate (4.50%) and the interest is calculated on a daily product basis.
This account also offers:
No limit to the number of withdrawals.
No minimum balance fee.
Statement of account at client’s desired frequency.
Few cost of cheque book.
Any branch banking facility.
4
FIXED DEPOSIT ACCOUNT
Clients can open Fixed Deposit Accounts for 3 months, 6 months, 1 year or for longer term.
UBL offers competitive interest rates. Clients can Place their deposit under lien with UBL
and take a loan, buy shares or open an overdraft account to meet their cash requirements.
Interest rates on deposits vary from time to time.
Fixed Deposit Rate:
Tenure/Amount
Up to 25.00 lac
3 Months
8.75%
6 Months
8.75%
1 Year or More
8.75%
Foreign Currency Account for private individual/firm/organization:
Any person/firm/organization who earns foreign currency can open Foreign Currency
Account with UBL.
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Payments in foreign currency may be made freely abroad from this account and local
payment in Taka may also be made from this account.
Bank pay interest provided the accounts are maintained in the form of term deposit for
minimum period of 90 days.
2.6. Performance of Uttara bank Ltd.
Uttara Bank Ltd. closed the year 2013 recording significant growth in every sector despite
volatile economic atmosphere of the country. During the year 2013 Deposit mobilization,
enhancement of loans and advances, compliance on corporate Governance, success in foreign
trade and effective risk management have placed the Bank in a sound footing. Besides, Bank
has maintained a strong market position by adding value to shares it may be said without
hesitation that overall performance of the Bank during the year 2013 has been quite
satisfactory.
2.7. My Activity at the Time of Intern Period
As an intern the Uttara Bank Limited (Nayabazar Branch), there were a number of
action I had performed. The activity is given below:
The process of Account opening and closing
Receiving cheques and pay order voucher
Preparing pay order
Updating the record book of clearing
Updating and record the debit and credit voucher
Assisting the person who works on auditing
Assisting customers with necessary information
Collecting necessary paper from customers such as- photography of national
ID card, passport, birth certificate, trade license, photographs and so on
Collection the utility bills
Consult with customer while any officers was absent
Beyond these activities there were other tasks that I was given to accomplish related to
general banking activities. I have learned many things from this branch of UBL. Through the
working pressure was bit more high yet pleasant
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Chapter -3
Theoretical Background
Page 21
3.1 Customer:
Customer in someone who pays for good or service and acquire the ownership of product
from the seller:
“A customer is someone who makes use of the paid products of an individual or
organization. This typically through purchasing or renting goods or service.”
An intermediate customer or trade customer (more informally. “The trade”) who is
dealer that purchases goods for resale.
3.2 Satisfaction:
Satisfaction means the settlement of a claim, due or demand; payment; indemnification;
adequate compensation. Below there are some of the definition of satisfaction is given:
“The contentment one feel when one has fulfilled a desire, need or expectation; the
chef tasted the sauce with great satisfaction”
“A fulfillment of a need or desire; the pleasure obtained by such fulfillment; the
source of such gratification; reparation for an injury loss.”
3.3 Customer Attitudes:
An attitude is a learned pre-disposition to behave in consistently favorable or unfavorable
way with respect to given object.
Customer attitude are relatively consistent with the behave customer reflect. Customer
attitude are not necessarily permanent; they do change. Attitudes also occur within an
3.4 Bank:
Banks are the financial institution which are allowed or licensed by the central banks to
accept deposit for doing lending money for business.
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Banker: Banker is one who in the ordinary course of his business honors cheques
drowns upon him by persons from and for whom he received money or current
accounts.
Banking: Generally all the activities of a bank are called banking. In a broader
sense, banking is the summation of financial service like collection of deposits from
people, collect chaque, grants loan, transfer money, invest fund, safeguards money for
its customer or the clients etc.
Central Bank: The central bank is organ of government that under takes the major
financial operations of the government and by its conduct of these operations and by
other means influences the behavior of financial institutions so as to support the
economic policy of the government.
Commercial Bank: Commercial bank is one which collects small saving from the
public by offering them affixed rate of interest and advancing the loan able funds out
of the deposited money to enterprising clients charging relatively higher rate of
interest.
3.5 Online Banking:
At present, 29 scheduled banks offer any branch banking facilities through their respective
bank online network that provide facilities like transaction any branch under the respective
bank online network; payment against pay order encashment, demand draft encashment,
opening or redemption of FDR from any branch of the same banks; remote fund transfer,
cash withdrawal, cash deposit, account statement, clearing and balance enquiry within
branches of the same bank; and L/C opening, loan repayment facility to and from any branch
of respective bank under its own online network.
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3.6 Components of Online Banking:
To begin, let’s look at how Online Banking got started. Originally, it was a replacement for
dial-up banking or PC banking. At the time, your financial institution would send you a disk
or you would call in with a modem and download your transactions.
Eventually, some folks had the idea that using the Internet was a much better way and wham
– Online Banking was born. Along the way, an explosion of online banking vendors entered
the market. As this market matured they would offer new features and some new add-ons.
About ten years ago, the credit union I worked at even bought a mobile banking solution. It
turns out the market wasn’t quite ready for that. Now it is. In between, Bill Pay came along
and the market was ready for it. Huge adoption and stickiness came through getting your
online banking members to use your bill pay. The problem thought was that bill pay was
actually more profitable and stickier than online banking. This perverted the business model
and many of the online banking vendors now rely on reseller agreements and revenue shares
from bill pay to make the economics work. Ultimately, this leads to stagnation in and poor
performance in the root product – Online Banking. You may have even noticed that your
Online Banking provider hasn’t offered any new enhancements or features in quite some
time, consequently – you may be looking at a change.
3.7History of Online Banking:
The precursor for the modern home online banking services were the distance banking
services over electronic media from the early 1980s. The term online became popular in the
late '80s and referred to the use of a terminal, keyboard and TV (or monitor) to access the
banking system using a phone line. 'Home banking' can also refer to the use of a numeric
keypad to send tones down a phone line with instructions to the bank. Online services started
in New York in 1981 when four of the city's major banks (Citibank, Chase Manhattan,
Chemical and Manufacturers Hanover) offered home banking services. Using the videotext
system. Because of the commercial failure of videotext these banking services never became
popular except in France where the use of videotext (Mintel) was subsidized by the telecom
provider and the UK, where the Pestle system was used.
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Chapter - 4
Online Banking Services of
UBL
Page 25
4.1 Online Banking of Uttara Bank Ltd:
IT based Banking has a major role to play in rendering improved service to the valued
customer and stakeholder in today’s competitive banking environment. The Bank has
taken various measures for automation of its function and service. For providing better
and faster service and coup up with fast growing customer base, Bank acquired a core
banking solution (CBS) Software in 2012 named “Bank Ultimas” and in 2013 all
branches have been brought under online Banking facilities.
Uttara Bank Limited has 220 branches in Bangladesh. The Bank's internal and external
operational activity is operated by 12 Zones in different regions of the country. It
operates fully computerized and Online (Real Time Online) branches ensuring best
possible and fastest services to its valued clients. It is also affiliated with nearly 600
financial institutions worldwide. Our valued customer can also enjoy 24 hours banking
service through ATM card from any visa ATM located at different location throughout
the country.
Customer of one branch is now able to deposit and withdraw money at any of their
branches. All branches are included in their wide area Network.
4.1.1 E-mail &Internet:
Above all in order to ensure speedy service in international business E-mail and Internet
service are in operation at Head office and all branches.
Website: http://www.uttarabank-bd.com
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4.2 Feature of Uttara Bank Ltd:
Uttara Bank Limited is a modern Bank in Bangladesh. The main features of UBL online
Banking are as follows:
Centralized Database
Delivery Channels
Centralized Database:
Platform Independent
Real time any branch banking
Internet Banking Interface
ATM Interface
Corporate MIS facility
Delivery Channels:
Branch Network
ATM Network
Internet Banking Network
Uttara Bank Limited offers Real- time online banking throughout its 217 branches. By dint of
our online service any customer will be able to get the following facilities:
Cash withdrawal from any branch.
Cash deposit into any branch.
Encashment of pay-order from any branch.
Statement from any branch
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4.3 Foreign Correspondents& Exchange Houses:
The bank has continued effort and endeavors to develop relation with foreign
correspondents
worldwide
to
facilitate
international
trade
services.
Correspondents bank are the trade partner of the bank in international trade. The
bank has already achieved tremendous success in foreign trade. In order to
encourage wage earner for remitting fund through banking channels and ensure
smooth facilities for the remitters to sand money from any corner of the world,
the bank is constantly trying to make arrangement with reputed exchange houses
all over the world.
As a consequence of effective expansion of strong correspondent’s network and
enlistment of the bank as a member of SWIFT, the inter-bank remittance has
increased and as a result the bank is able to remit the fund to the customer
quickly. The total number of correspondents and against of the bank in our
country and abroad was 687 as on 31.12.2013. at the same time the bank
maintained drawing arrangement against wage earners’ foreign remittance with
70 exchange houses worldwide. Among these 70 exchange houses, the bank has
arrangement with well-regarded exchange houses like MoneyGram, Western
Union, XpressMoney, Placid Express, IME, National Exchange, Ria Financial
Service, Trans-Fast, Sigue Global Service, etc. With the best effort to provide
our customer the best service in the quickest possible time, the bank has recently
launched a web portal in the name of “Remittance Management Software”
through which all the wage earners foreign remittances can be processed and
managed quickly and easily for supporting the bank’s 220 online branch
throughout the country.
4.4 Branch Zoon:
Dhaka Central Zone
Narayanganj Zone
Sylhet Zone
Khulna Zone
Dhaka North Zone
Mymensing Zone
Bogra Zone
Barishal Zone
[Table 4.1]
Dhaka South Zone
Chittagong Zone
Rajshahi Zone
Comilla Zone
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4.5 Hours Banking ATM:
Uttara Bank Ltd. offer ATM Card facilities in the name of Q-cash, UBL- ATM Debit
Card. Any card holder has 24 hour access to cash withdrawal facilities. Such facilities
are available with almost all Q-cash ATM booth and all ATM booth of Brack Bank
Ltd., Dutch Bangla Bank Ltd. and other Banks around country. There are ten ATM
booths in Motijheel, Shantinagar, Azimpur, Dar-us-Salam and Badda in Dhaka,
Agrabad in Chittagong, Ambarkhana in Sylhet, KDA in Khulna, Bhagalpur in
Kishoregonj and Mymensingh owned by Bank. However, the Bank has a plan to expand
the number of ATM booths and related products.
Level of Satisfaction towards Online Banking
Descriptive Statistics
Particular
N
Mean
Std.
Deviation
The web-site of Uttara Bank online bank provides you with 50
3.40
.98974
3.36
1.0451
2.8600
.85738
4.3000
.78895
valuable information
It is easy to use service of Uttara bank online Banking
50
UBL online banking service has up-to-date with equipment 50
& technology
UBL maintain error free transaction record through online 50
banking
Uttara bank provided the best clearing service
50
4.3000
.78895
You can rely on the security system of online banking
50
2.9000
.86307
Uttara bank provide most efficient mobile banking
50
3.3600
1.0451
Bank charge for using online facilities are reasonable
50
3.3400
.96065
It’s provide easy to deposit and withdraw money from any 50
4.2600
.77749
Page 29
branch
Sufficient number of ATM booth
50
2.5800
.64175
Charge of using Uttara Bank ATM card is satisfactory
50
3.4800
.70682
Withdraw of expected amount of money from ATM booth
50
3.7200
.85809
Account statement is given through SMS/E-mail service
50
2.900
.86307
ATM booth provide 24 hours service relentlessly
50
4.2600
.77749
Help desk or call center of UBL online support bank have 50
3.3200
1.01900
operating hours convenient to its entire customer
UBL meet customer expectation of online banking
50
2.8800
.84853
Overall, online banking service of Uttara bank is good
50
3.3600
.83299
[Table 4.2]
From the above table, it is found that most of the customer is satisfied with the different
service provided by UBL online banking. Here the minimum satisfaction level is 3 and nearly
all the mean result is above minimum level expect sufficient number of ATM booth, security
in online banking, IT facility, SMS banking and promises to real time service provide. The
mean score of satisfaction level of the question “easy to deposit and withdraw money from
any branch and UBL provide error free information” is above 4. Overall satisfaction level is
above 3. So, this result show that customers are satisfied about the online banking service of
UBL they get.
Page 30
Chapter - 5
Questionnaire Analysis
&
Major Findings
Page 31
5.1 Questionnaire Analysis:
This analysis is mainly based on primary data information. Primary data and information
were collected through in depth interview of the consumed people. I have interview 50
customers of Uttara bank in Nayabazar Branch. A summary of the obtain data are given
below:
Variables
Age
Gender
Education
Occupation
Categories
Frequency
Percent
18-24
16
32%
26-35
30
60%
36-45
4
8%
45-above
0
0%
Male
38
76%
Female
12
24%
Undergraduate
32
64%
Graduate
14
28%
Postgraduate
4
8%
Other
4
8%
Executive
12
24%
Business Person
28
56%
Households
4
8%
Student
4
8%
Other
2
4%
[Table: 5.1]
Page 32
From the table [5.1] it is shown that out of 50 respondents, most of the (60%) respondents
age are 26 to 35 who use online banking (32%) are 18 to 25 age and (0%) respondents age
are of 46 above
I have collected data from both male and female respondents. Among them (76%) were male
and (24%) were female respondents. They have given various opinions regarding online
banking.
Out of 50 respondents, most of the respondents education qualifications are undergraduate
(64%), (28%) are graduate, (4%) are postgraduate and are (4%) others.
From 50 UBL customer survey from that,(56%) are business persons, (24%) are executive,
(8%) respondents are student, (8%) are households and (4%) are of others.
1. What are the reasons for choosing UBL online banking services? You can select
one or more than one.
80%
14%
6%
Convenience
To save time
Both
Sales
[Graph: 5.1]
Page 33
Among the 50 respondents, from the above graph, it can find that the 80% respondents are
choosing UBL online banking for convenience and to save time, 14% respondents choose to
save time and 6% respondents prefer convenience to online banking service. So, it can be
said that majority of the respondents feel that the reasons for UBL online banking service is
convenience and save time.
2. How Important Online Banking in your Daly banking Activities?
70%
28%
2%
Significant
Infrequent
Not at all
[Graph: 5.2]
Among the 50 respondents, from the above graph, it can find that the 70% respondents are
choosing UBL online banking for significant and infrequent, 28% respondents choose
infrequent and 2% respondents prefer not at all. So, it can be said that majority of the
respondents feel that the reason for UBL online banking service is significant and infrequent.
Page 34
3. Which Online service do you think is more “users friendly”?
70%
60%
60%
50%
40%
30%
30%
20%
10%
10%
0%
a) Internet Banking
Telephone Banking
ATM Banking
[Graph: 5.3]
Among the 50 respondents, from the above graph, it can find that the 60% respondents are
choosing UBL online service for internet banking. 30% respondents choose telephone
banking and 10% respondents prefer ATM. So, it can be said that majority of the respondents
feel that the reason for UBL online service is user friendly.
Page 35
4.
The web-site of Uttara Bank provides you with valuable information.
46%
24%
20%
10%
Agree
Strongly Agree
Disagree
Neutral
[Graph: 5.4]
Among the 50 respondents, from the above graph, it can find that the 46% of the respondents
agree, 10% respondents choose strongly agree using the web-site of UBL. So, it can be said
that majority of the respondents are satisfied for taking information’s from web-site of UBL.
Page 36
5. It is easy to use online services of Uttara bank Ltd.
46%
50%
40%
30%
18%
20%
22%
10%
14%
0%
Agree
Disagree
Neutral
Strongly
Agree
[Graph: 5.5]
Among the 50 respondents, from the above graph, it can find that the 46% respondents are
agree, 14% of the respondents choose strongly agree. So, it can be said that online banking of
Uttara bank is easy to use.
Page 37
6. UBL online banking services is up-to-date with equipment & technology
40%
38%
40%
35%
30%
25%
20%
15%
10%
5%
0%
18%
4%
Disaggree
Neutral
Agree
Strongly
Agree
[Graph: 5.6]
Among the 50 respondents, from the above graph, it can find that the 40% respondents
disagree, 38% respondents neutral to UBL up-to-date equipment & technology online
banking. So, it can be said that majority of the respondents are not satisfied with UBL’s upto-date equipment & technology.
Page 38
7. UBL maintain error free transaction record through online banking
50%
50%
40%
30%
20%
30%
20%
10%
0%
Neutral
Agree
Strongly
Agree
[Graph: 5.7]
Among the 50 respondents, from the above graph, it can find that the 50% respondents are
strongly agreed, 30% respondents agree. So, it can be said that majority of the respondents
said that UBL provide error-free records.
Page 39
8. Uttara bank provided the best clearing service
50%
50%
40%
40%
30%
20%
5%
5%
10%
0%
Disagree
Neutral
Agree
Strongly
Agree
Sales
[Graph: 5.8]
Among the 50 respondents, from the above graph, it can find that the 50% respondents are
strongly agreed, 40% respondents prefer agreed. So, it can be said that majority of the
respondents said that UBL clearing service is best.
Page 40
9. The security system of online banking services is reliable
42%
26%
32%
Disagree
Neutral
Agree
[Graph: 5.9]
Among the 50 respondents, from the above graph, it can find that the 42% respondents are
somewhat disagree, 26% respondents neutral with the security system of UBL. So, it can be
said that majority of the respondents are dissatisfied with the security system of online
banking.
Page 41
10. Uttara bank provide most efficient mobile banking
55%
34%
11%
Disagree
Neutral
Agree
[Graph: 5.10]
Among the 50 respondents, from the above graph, it can find that the 55% respondents are
disagree, 34% respondents neutral with the mobile banking of UBL. So, it can be said that
majority of the respondents are dissatisfied with the mobile banking of online banking.
Page 42
11. Bank charges for using online facilities are reasonable.
40%
38%
35%
30%
25%
20%
15%
10%
5%
0%
24%
28%
10%
Disagree
Neutral
Agree
Strongly
Agree
[Graph: 5.11]
Among the 50 respondents, from the above graph, it can find that the 38% respondents are
agreed, 10% respondents neither strongly agree for the charges of using online facility. So, it
can be said that majority of the respondents think charges for using online facilities are
reasonable.
Page 43
12. It’s providing easy to deposit and withdraw money from any branch.
50%
45%
46%
40%
35%
34%
30%
25%
20%
20%
15%
10%
5%
0%
Neutral
Agree
Strongly Agree
[Graph: 5.12]
Among the 50 respondents, from the above graph, it can find that the 46% respondents are
strongly agreed, 34% respondents agree for the deposit and withdraw from any branch of
UBL. So, it can be said that majority of the respondents said that it is easy to deposit and
withdraw money from any branch of UBL.
Page 44
13. Bank has sufficient number of ATM booth
60%
60%
50%
40%
32%
30%
20%
10%
8%
0%
Disagree
Neutral
Agree
[Graph: 5.13]
Among the 50 respondents, from the above graph, it can find that the 60% respondents are
disagree, 32% respondents neutral for the sufficient number of ATM booth. So, it can be
concluded that most of the respondents are dissatisfied for UBL’s number of ATM booth.
Page 45
14. Network of ATM Booth is good.
80%
70%
70%
60%
50%
40%
30%
30%
20%
10%
10%
0%
Strongly Agree
Disagree
Neutral
(Table: 5.14)
Among the 50 respondents, from the above graph, it can find that the 70% respondents are
disagree for her ATM service, 30% respondents are neutral. So, it can be said that majority of
the respondents are disagree of the ATM booth service of UBL.
Page 46
15. Charge of using Uttara Bank ATM card is satisfactory.
50%
40%
48%
40%
30%
20%
8%
10%
0%
4%
Disagree
Neutral
Agree
Strongly
Agree
[Graph: 5.15]
Among the 50 respondents, from the above graph, it can find that the 48% respondents are
agree, 4% respondents strongly agree for the charge of using UBL ATM card. So, it can be
said that majority of the respondents are satisfied for the charges of using UBL ATM cards.
Page 47
16. Withdraw of expected amount of money from ATM booth.
50%
48%
40%
30%
30%
20%
10%
10%
12%
0%
Disagree
Neutral
Agree
Strongly
Agree
[Graph: 5.16]
Among the 50 respondents, from the above graph, it can find that the 48% respondents are
agree, 30% respondents neutral with the expected amount withdraw. So, it can be said that
majority of the respondents are satisfied with withdraw expected money for the ATM booth.
Page 48
17. Account statement is given through SMS/E-mail service.
50%
42%
40%
26%
30%
32%
20%
10%
0%
Disagree
Neutral
Agree
[Graph: 5.17]
Among the 50 respondents, from the above graph, it can find that the 42% respondents are
Disagree, 26% respondent’s neutral for SMS/E-mail. So the researcher can concluded that
most of the respondents are dissatisfied for SMS/E-mail service of UBL customer.
Page 49
18. ATM booth provides 24 hours service relentlessly.
50%
50%
40%
33%
30%
20%
17%
10%
0%
Neutral
Agree
Strongly
Agree
[Graph: 5.18]
Among the 50 respondents, from the above graph, it can find that the 50% respondents are
agree, 33% respondents neutral with the service of ATM booth. So, it can be said that
majority of the respondents are satisfied with the service of ATM booth are relentlessly.
Page 50
19. Help desk or call center of UBL online support bank have operating hours
convenient to its entire customer.
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
42%
30%
14%
8%
6%
Disagree
Neutral
Agree
Strongly
agree
strongly
disagree
[Graph: 5.19]
Among the 50 respondents, from the above graph, it can find that the 42% respondents are
agree, 8% respondents strongly agree with helping desk or call center which provide by UBL.
So, it can be said that majority of the respondents are satisfied for the service of help desk or
call center in operating hour’s.
Page 51
20. UBL meet customer expectation of online banking.
50%
48%
40%
30%
20%
28%
20%
10%
0%
4%
Disagree
Neutral
Agree
Strongly
agree
[Graph: 5.20]
Among the 50 respondents, from the above graph, it can find that the 48% respondents are
agree, 28% respondentsneutralof the customer expectation of online banking. So, it can be
said that majority of the respondents expectation are good with the online banking of UBL.
Page 52
21. Overall, online banking service of Uttara bank is good
50%
46%
40%
32%
30%
20%
10%
10%
12%
0%
Disagree
Neutral
Agree
Strongly
agree
[Graph: 5.21]
Among the 50 respondents, from the above graph, it can find that the 46% respondents are
agree, 12% respondents strongly agree with the overall online banking service. So, it can be
said that majority of the respondents said overall online banking service of UBL is very good.
Page 53
6.1 Major Finding:
The finding I have decked from the question survey performed about customer attitudes
towards the online Banking Services of Uttara Bank Limited.
Most of the respondents said that it is easy to deposit and withdraw money from any
branch of UBL.
Customer said that UBL provide error-free records.
Most of the customers said that online banking of Uttara bank is easy to use.
Most of the respondents feel that the reason for UBL online service is user friendly.
Most of the customers said that UBL clearing service is best.
Most of the respondents think charges for using online facilities are reasonable.
Most of customer chooses online banking service because it can save time and it is
convenient.
Most of the customers are satisfied with different online banking service provided by
UBL except insufficient ATM booth.
Most of the customers are satisfied to withdraw of expected money from ATM booth.
Most of the customers are satisfied ATM card fees and charges are reasonable and
competitive.
Most of the customer are satisfied for the service of help desk or call center in
operating hours.
Most of the respondents are dissatisfied with the mobile banking of online banking.
Most of the respondents are dissatisfied with the security system of online banking.
Most of the respondents are not satisfied with UBL’s up-to-date equipment &
technology.
Most of the respondents are dissatisfied with technological problem such as
imbalance or sometimes show empty of own account money, PIN code rejection,
Database cannot support the system etc.
Most of the respondents are dissatisfied for SMS service of UBL customer.
Most of the respondents are dissatisfied for UBL’s number of ATM booth.
Page 54
Chapter-7
Conclusion &
Recommendations
Page 55
7.1 Conclusion:
Bank pays a very vital role in the economic development of the country. Popularity of bank is
increasing day by day which leads to increase competition as well. Currently 57 banks are
operating in Bangladesh. All the commercial banks are offering almost the same product and
service. But ways they offer the service are different from each other. So people choose their
bank according to their desired customer satisfaction. Uttara Bank Limited is one of the fast
growing banks in Bangladesh because of its rapid customers Satisfaction.
Uttara Bank Ltd has introduced its online Banking service since 2013. Being the largest in
online connectivity among the entire branch they are capable of providing the better customer
service to their clients. Registration is required to get this service. It could be mentioned here
that online Banking does not refer to internet Banking. It is basically any branch banking.
Most of the customer are satisfied with the different service provide on online banking except
technological facility in online banking, security in online banking, SMS banking promise to
service real time, insufficient ATM booth.
Among various online service mostly used fund transfer, withdraw money, banks statement
checking service in any branch.
Page 56
7.2 Recommendations:
I have drawn some recommendation on the basis of my questionnaire study. The
recommendations which I have detected can be implementing for the UBL, Nayabazar
Branch where I have obtained my Internship Period and bring some aspects for the branch.
After conducting the Survey and its Result on UBL, the following recommendation can be
added:
IT facilities of UBL are not satisfactory enough. Computer system which owned by branch
are not up to date, not sufficient and moreover some of computer system not work properly
when they are needed. There is no sufficient and high bandwidth internet connection
available in the bank. So, UBL should develop information technology to increase network
facilities and ensure better service for the customer and support communication with outside.
Most of the customer clamed to insufficient number of ATM booth, So UBL should increase
Owen ATM booth and ensure the sufficient ATM booth available in familiar location to
customer.
Uttara Bank Limited should upgrade its website regularly and provide valuable information
online banking to the customer.
As the SMS Banking is a new product of UBL and the still not satisfied with this service, the
bank should take necessary steps to attract customer towards SMS banking.
The maximum age groups who use Online Banking are of 26-35 years. UBL should take
initiative to attract customer of all age groups to online Banking.
Customers are still confusion about security system of online banking which is a threat for
the growth of this service. The bank should ensure customer about its security.
Uttara Bank Ltd should improve provide online banking service promises time to do.
Page 57
Chapter 8
Bibliography/ Appendix
Page 58
8.1 Bibliography:
Books:
Kothary C.R, research methodology, second edition, New Delhi, new age
publication, 1985.
Principle of Marketing 13th Edition Philip Kotlar.
International Business, Ricky w Griffin.
Report:
Annual report of Uttara Bank Ltd
Uttara Bank Limited Profit
Personal Interaction with the employees of UBL
Other Internship report of BUBT
Webs Access:
www.uttarabank-bd.com
www.bdbank.com
www.reportbd.com
www.wikipedia.org
www.bangladeshbank.org
Page 59
8.2 Appendix:
UTTARA BANK LTD.
RESEARCH QUESTIONNAIRE
Description
: “Analysis of Customer Attitudes towards the Online Banking Services of
Uttara Bank Ltd”
Dear Customer,
This is, MdJubaedHossain Pony, a student of Bachelor of Business Administration (BBA), of
Bangladesh University of Business& Technology (BUBT). I have been assigned to conduct a survey
on “Analysis of Customer Attitudes Towards The Online Banking Services of Uttara Bank
Ltd”I have prepared a questionnaire and require your kind cooperation. It will be highly appreciated
if you would kindly help me through providing your free/ open and unbiased opinion/ answer of the
following questions. All your opinions will be treated highly confidential and used only for the
purpose of this survey research only.
MdJubaedHossain Pony
ID# 09102101350
Department of Marketing
Program- BBA.
Bangladesh University of Business & Technology (BUBT)
Page 60
Name:
Gender:
Male
Female
Occupation:
Age:
o 18-28 years old.
o 28-38 years old.
o 38-48 years old.
o 48-58 years old.
Education:
a) Undergraduate b) Graduate c) Postgraduate d) Other
Please Tick (
) on appropriate place:
1. What are the reasons for choosing UBL online banking service? You can select
one or more than one.
a) Convenience
b) To save time
c) Both
2. How Important Online Banking in your Daly banking Activities?
a) Significant
b) Infrequent c) Not at all
3. Which Online service do you think is more “users friendly”?
a) Internet Banking
b) Telephone Banking
c) ATM Banking
Page 61
Question Level of satisfaction
towards the online banking
4. The web-site of Uttara Bank
provides you with valuable
information
Strongly
Disagree
1
Disagree
Neutral
2
3
4
Strongly
Agree
5
5. It is easy to use online service
of UttaraBankLtd.
6. UBL online banking service is
up-to-date with equipment &
technology
7. UBL maintain error free
transaction record through
online banking
8. Uttara bank provided the best
clearing service
9. The security system of online
banking service is reliable
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
1
2
3
1
2
3
4
5
10. Uttara bank provide most
efficient mobile banking
1
2
3
4
5
11. Bank charge for using online
facilities are reasonable
1
2
3
4
5
12. It’s easy to deposit and
withdraw money from any
branchs of Uttara Bank Ltd.
1
2
3
4
5
13. Sufficient number of ATM
booth
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
16. Withdraw of expected amount
of money from ATM booth
1
2
3
4
5
17. Account statement is given
through SMS/E-mail service
1
2
3
4
5
18. ATM booth provide 24 hours
service relentlessly
1
2
3
4
5
19. Help desk or call center of UBL
online support bank have
operating hours convenient to
its entire customer
20. UBL meet customer
expectation of online banking
1
2
3
4
5
1
2
3
4
21. Overall, online banking service
of Uttara bank is good
1
2
3
4
14. Network of ATM booth is good
15. Charge of using Uttara Bank
ATM card is satisfactory
Agree
5
5
5
Page 62
Page 63