Customer service satisfaction in banking sector (Union Bank Limited)

Abstract

This report deals with the factors that relate to customer relationship management followed in the banking sector and is present in the Shariah approach worldwide. The report includes what Union Bank is about in terms of Mission and Vision, the management practices Union Bank follows, how their Board of Directors and management committee are aligned. The report further discusses the marketing, accounting practices and finally analyzes the industry competitiveness. The nature of some tasks in customer relationship management usually involves face-to-face interactions to effectively strengthen work relationships with them and build loyalty towards the bank given that there are many rivals in this sector. The organization I pursued my internship in, has made sure to incorporate resources and tools to maintain such a relationship virtually and physically with the equal amount of effectiveness as it were before the pandemic. According to Union Bank Limited, the covid crisis has given a learning opportunity of how far we can digitize our service without hampering customer satisfaction regardless of it being offline or online. The company helped me acknowledge the vital techniques of communication skills, problem solving skills and task management as well as the importance of efficient and suitable software’s and to be curious with where technology is leading us. This report is the 3 month long contribution to better customer relationship management that I was privileged to be part of.