Customer perception on e-banking and assessing the online banking performance of Uttara Bank Ltd.

Abstract

Uttara Bank LTD was established in 1965 under the name of “Eastern Banking Corporation Limited” with the specific objective of accelerating trade and investment in the economically depressed eastern wing of the than Pakistan. After liberation of Bangladesh the Bank underwent a major change namely, it was nationalized in March, 1972 and given the name “Uttara Bank”. The Bank again in 1983 was denationalized and made a commercial bank in the private sector under the name “Uttara Bank Limited The motto of Uttara Bank is “Abohoman Banglar Oitijje Lalito”. Uttara bank limited, a private commercial bank, offers a range of mass banking services and products in Bangladesh. Its deposit products include savings bank accounts, fixed deposit accounts, short term deposit accounts, current accounts, pension accounts and foreign currency accounts. The bank’s loan and lease service comprise micro credit, small and medium enterprise financing, industrial loans, working capital financing, export credit, import credit, bills purchase, letter of credit, letter of guarantee, lease financing, transport financing, consumers loan schemes and house building loans. It also offers various remittance services, including remittance of fund from abroad by Bangladesh. They have 215 brunches. Among them almost 185 brunches are come under the umbrella of online banking and other branch will be enjoy this facility as soon as possible. The service quality of UBL is not much satisfactory compare to other bank.. It implies that employees of this bank are very responsive and reliable even though customer’s face some problem while dealing with the bank like- manpower problem, scarcity of machines, insufficient cash, credit card problem, lower quality customer services and others many problems. Some effective steps should be taken for the betterment or upgrading of such a crucial service. To gain major market share the bank should improve its customer service also they will have to give a lot of efforts to marketing program. Because most of the customers are unaware about the facilities that Premier Bank is providing. They have to improve their customer care unit and overall service quality to retain their customer. Moreover proper training is also necessary to take technological advantage. Only after that Uttara Bank will be able to enhance and improve its image nationally & internationally.