Customer satisfaction gap in general banking section of Union Bank Limited, Mirpur branch

Abstract

Union Bank Limited has differentiated its administration scope amid most recent four years by opening new branches at various deliberately critical areas the nation over by offering different administrations with a dedication of guaranteeing perfection in keeping money. This bank is taken after all guideline which has given by Bangladesh Bank. It controlled and checked by Bangladesh Bank. In the first part of this report I have discussed about the Union Bank’s overview, its company chronicle, its mission, vision, goal, objectives as well as its organ gram, time line of UBL-at a glance, its organizational structure and structural of management, also the products and services launched by this bank. Then I came to the main point of my report which is Customer service gaps in the general banking sector of Union bank ltd. In this sector, I wanted to highlight the provided service functions of this bank, how they are provided to the customers through general banking activities and how they are retaining their customers through the help of SERVQUAL. Finally, I have found some problems in order to operate their business also recommended how to remove these problems to operate its business smoothly in the upcoming years.