Internship Report

On
Evaluation Of employees job satisfaction in United Commercial Bank Limited
at Principal Branch

Supervised By:
Hasibul Hasan
Department: ULAB School of Business
University of Liberal Arts Bangladesh

Prepared By:
MD. Alifuzzaman Khan
ID: 101011144
Major: Human Resource Management
University of Liberal Arts Bangladesh

University of Liberal Arts Bangladesh

Submission Date: April 23, 2014

Letter of Transmittal

April 23, 2014

Hasibul Hasan
Lecturer
ULAB School of Business (USB)
University of Liberal Arts Bangladesh
Subject: Evaluation of employee job satisfaction in UCBL at Principal Branch
Sir,
With due respect, I have much honor to present my internship report on Evaluation of employee
job satisfaction in United Commercial Bank Limited at principal branch. I am submitting
thisreport as the report of my Internship program in United Commercial Bank LTD at Principal
Branch, Motijheel. This report provides me a valuable experience of working environment in
corporate world.
I need your Kind attention for my internship report and request you to be kind enough to assess
my report with your best consideration. However I would like to appreciate any suggestion or
recommendation for future improvement of my report.

Youre sincerely

MD. Alifuzzaman Khan

ID: 101011144

ii

Acknowledgments

I am thankful to almighty Allah for keeping me physically, mentally well for prepare this
internship report and also thankful to my parents for pray to him for better good performance.
I would like to thank to my supervisor Hasibul Hasan lectures of BBA department, University of
Liberal Arts Bangladesh. He always inspired me though my internship period, and he also guided
me very well for prepare my internship report.
I am also indebted to thank Mr. Jahir Uddin (Head of credit department), Mr. Lokman
Hossaim(Assistance Manager of Principal Branch), and Md. Hasibul Islam(executive officer
from Foreign Exchange) for giving me such a wonderful working environment and co-operation.
I have tried my best and also worked hard for prepare of internship report. And I got very good
response from employees of principal branch. They gave me many information though my
internship period. And all my friends are also helpful for guiding me to prepare my report.

iii

Table of Content

Page
1.0 Introduction

Chapter
One

Chapter
Two

Chapter
Three

1.1

Back ground of the study

02

1.2

Objective of the study

03

1.3

Scope of the study

04

1.4

Methodology of the study

04

1.5
Significant of the study
2.0 Overview of UCBL

05

2.1

Introduction

07

2.2

Management

07

2.3

History

07

2.4

Profile of UCBL

08

2.5

Mission

08

2.6

Vision of statement

09

2.7

Corporate Objectives

09

2.8

Products of Services

10

3.0 Literature Review

3.1
Measurement of job satisfaction

12

3.2

13

Questionnaire survey method

4.0 Internship Activities

4.1 General Banking

Chapter
Four

15

4.1.1 Account Opening

15

4.1.2 Remittance

17

4.1.3 Cash

18

4.1.4 Clearing

20

4.2 Credit Department

22
4.2.1 Credit Information Burro

22

4.2.2 Basic requirement term loan

23

4..2.3 working Capital

23

4.3 Foreign Exchange

24
4.3.1 Import Section

24

4.3.2 Export Section

26
iv

5.0 Findings and Analysis

Chapter
Five

5.01

Analysis of Question one

28

5.02

Analysis of Question two

29

5.03

Analysis of Question three

30

5.04

Analysis of Question four

31

5.05

Analysis of Question five

32

5.06

Analysis of Question six

33

5.07

Analysis of Question seven

34

5.08

Analysis of Question eight

35

5.09

Analysis of Question nine

36

5.10

Analysis of Question ten

37

5.11

Analysis of Question eleven

38

5.12

Analysis of Question twelve

39

5.13

Analysis of Question thirteen

40

5.14

Analysis of Question fourteen

41

5.15

Analysis of Question fifteen

41

6.0 Conclusion & Recommendation

Chapter
Six

6.1

Conclusion of the Study

43

6.2

Limitation of the Study

43

6.3

Recommendation of the Study

44

Executive Summary
This internship report has been prepared based on internship period as a prerequisite of the BBA
program of University of Liberal Arts Bangladesh. I have tried to present every issue regarding
evaluation of employees job satisfaction in UCBL at principal branch which gather though my
internship period.
Job satisfaction implies doing a job one enjoy, doing it well, and being suitably rewarded for one
effort. Job satisfaction further implies enthusiasm and happiness with ones work. This internship
report has been prepared as an attempt to evaluation of job satisfaction in United Commercial
Bank LTD at principal. It describes how content an individual is with his or her job.
United Commercial Bank LTD is one of the leading commercial bank in the country. It got the
good reputation all over the country in term of their services and financial condition. But it is
unknown fact to determine their employees job satisfaction. So this internship report evaluates
the fact of their employees job satisfaction. This internship report contain with six chapters, the
first chapter entails the introduction containing objective and methodology of preparing report.
Second chapter remain with study of literature review. Third chapter entails the profile of united
Commercial Bank LTD, which contain historical emergence, mission, vision, objective, feature
etc. forth chapter is about internship actives, it contains what I have learn though period of my
internship at UCBL. All experiences and observed job are part of this chapter. Fifth chapter
contains with findings of the study. All the findings are analyzedon this chapter, though the
entire finding are gather by a survey methods with UCBL employees during my internship. All
the findings are presented by the percentage of respondents on a graph chart. And the final and
sixth chapter entails recommendation and conclusion of the report. It contains my
recommendation to improving way of job satisfaction of UCBL employees.
I mainly tried to present the information around evaluation of job satisfaction of UCBL
employees. And all information gathered from employees of principal branch. And I tried
presenting all possible information in this internship report though I got from my internship
period.

vi

PLAGIARISM DECLARATION

1. I know that plagiarism means taking and using the ideas, writings, works or inventions of
another as if they were ones own. I know that plagiarism not only includes verbatim
copying, but also the extensive use of another persons ideas without proper
acknowledgement (which includes the proper use of quotation marks). I know that
plagiarism covers this sort of use of material found in textual sources and from the
Internet.
2. I acknowledge and understand that plagiarism is wrong.
3. I understand that my research must be accurately referenced.
4. This assignment is my own work, or my groups own unique group assignment. I
acknowledge that copying someone elses assignment, or part of it, is wrong, and that
submitting identical work to others constitutes a form of plagiarism.
5. I have not allowed, nor will I in the future allow, anyone to copy my work with the
intention of passing it off as their own work.

Name: MD. ALIFUZZAMAN KHAN (BLOCK LETTER)

ULAB ID # 101011144

Signature _____________________________

Date: April 23, 2014

vii

Chapter One
Introduction

Introduction:
The banking sector is one of the major service sectors in Bangladesh economy. There is several
types of banks, which differs by different kind of services. Although some of the differences
between these types of banks have lessened they begin to expand the range of products and
services they offer. And Commercial banks lead this industry. Commercial banks are the primary
contributor to the economy of a country. United commercial Bank Ltd. is one of the leading
commercial banks in the country. UCBL is the first generation commercial banks in Bangladesh.
It enables every facial appearance that limited commercial bank requires. It provides every kind
of banking facilities to their customer to ensure the customer satisfaction. And UCBL is always
concern about the perfect customer service.
1.1 Background of the study
Internship is the vital and basic requirement of the entire business study program in all of
business study institutes. Because it is the practical implication of the theoretical knowledge
which we have taught in our business subjects to gain further knowledge and experience about
professional business activities. It equips us with the necessary knowledge skill and values of
business culture which are basic requirement of the business professional and which also can
helps to professionally.
Topic of the internship report is employees job satisfaction in UCBL. Before assigning the topic
my supervisor and I discussed about the topic. And with his suggestion I decided to prepare an
internship report on this topic. For prepare my internship report I decided to work in a
commercial bank. And I got the opportunity to in United Commercial Bank Ltd as an intern
employee. So, From the First January I have joined in United Commercial Bank Ltd at principal
branch, which is situated in Motijheel.
During my internship period I have gained a lot of knowledge about operations under the
supervisor. During my whole duration I was rotated in General Banking & credit departments
and Foreign exchange departments. It helps me a lot to know about the procedures of the
banking operations by the concerned staff.

1.2 Objectives of the Study:

Objective of the study is to achieve an understanding of the practical banking activities and
related knowledge that I have gained abstract training, University education and various
document of the UCBL.
1.2.1 Broad Objectives:
The broad objective of the study is to find out of employees Job satisfaction level in United
Commercial Bank Limited at Principal Branch. It is most important to appraise the job
satisfactory level of UCBL principal branch employees. The report will be prepared based on the
information of employees satisfaction against the job security, compensation and benefits from
the organization, working atmosphere etc.
1.2.1 Specific objectives:
Short objectives are the main objectives, which will evaluate overall employees job satisfaction
in UCBL, principal branch.

Provide on the whole picture of job operation of United Commercial Bank LTD at
principal branch.
To identify the relative importance of job satisfaction factors
To identify the organizational benefits of UCBLs employees.
Finding about working atmosphere at principal branch
To identify the interpersonal relationship between co-workers at principal branch of
UCBL
To identify the job satisfaction against the gender discrimination at principal branch of
UCBL.
To identify the limitation of bank management to satisfy their employees.
To suggest improving the communication system between the management and
employees to increase job satisfaction level of employee at principal.
3

1.3 Scope of the Study:

The study report is prepared in term of the three months of internship program; I got the
opportunity to work as an intern in United Commercial Bank Limited at principal branch. So I
decided to make an internship report about evaluation of UCBL employees job satisfaction. But
the report is prepared based only principal branch employees. All the department of principal
branch has participated on this report.
1.4 Methodology of the study:
In general, Methodology is the efficient explanation of sequence of activates required. In this
internship report, both the descriptive and exploratory method has been used. To get internship
report elements and to implement the report I worked in some steps. Those steps are sampling
methods, Questionnaire development, and data collection, data analysis.
1.4.1 Data Collection:
The questionnaire method has been used for data collection for the study. Information collected
to deliver this report is both from primary and secondary sources.
Primary Data:
The primary data are collected from several desk works in different departments of United
Commercial Bank Ltd. I have done some face to face discussion with executive and officer from
different division which is consider being another source of primary data. I also collected some
interesting and important data through my observation during of my internship period. And my
survey questionnaire was the best of the lot from other methods. It helps me to get specified data
which is essential for my internship report.
Secondary Data:
The secondary data are collected from annual reports of the United Commercial Bank Ltd. the
manual of export procedures of UCBL is also another source of data. Procedure manual
published by UCBL, those kinds of sources can be considered as a secondary data. And data
regarding the operations and analysis of financial statement were collected from secondary
sources like annual report, Broachers and company website.

1.4.2Sample size:
My supervisor suggests that the sample size should be 25 numbers of samples. Because 25
employees can be consider good number of representative of total employees of the branch.
1.4.3 Sampling Method:
I was using suitable sampling method and also use survey method to analysis the data and give
the research a significant and most unique conclusion.
1.4.4Questionnaire Development:
Questionnaire development is the most important part of this research with the help of my
supervisor Mr. Hasibul Hasan. First I preparing my survey questionnaire and represent to my
supervisor, then he pointed out some impotent task to my questionnaire. I was following his
instruction and customized the survey question and finally developed my survey question.
1.4.5 Data Analysis:
After collecting data from my survey method, I have analysis those data to Microsoft Excel and
showed those data into the form of excel table and graph chart. And determine the percentage of
total respondents for every option.

1.5 Significance of the Study:

Internship report is an important part requirement of BBA program of University of Liberal Arts
Bangladesh. As the parties, education institution and organization sustainability benefit from
such program. Recognizing the impotence of practical experience, ULAB has introduced a three
months practical exposure as a part of the curriculum of BBA program. Internship program is the
significant idea of learning, which gives us clear view of corporate operation. And it may also
give us the real corporate atmosphere for work before we get introduce to the real job.

Chapter two
Overviews of
United Commercial Bank

2.1 Introduction:
United Commercial Bank Limited is a Bangladesh based private commercial bank that provides
banking services. The service include and retail banking, loans, credit cards, online banking and
money transfer services. It is sponsored by some dynamic and reputed entrepreneurs and eminent
industrialists of the country and also participated by the government; UCB started its operation in
mid 1983 and has since been able to establish one of the largest networks of 139 branches among
the first generation banks in the private sector.
UCBL is its firm commitment to the economic development of the country. The bank has already
made a distinct mark in the realm of private sector banking though personalized service,
innovative practices, dynamic approach and efficient management, the bank, aiming to leading
role in the economic activities of the country, is firmly engaged in the development of trade,
commerce and industry though a creative credit policy.
At present UCBL is aiming to play a leading role in the economic activates of the country,
planning to establish more sustainable business relations with large corporation group and
overcome all its deficiencies and give their competitors an edge.

2.2 Management
The Bank has in its Management a combination of highly skilled and eminent bankers of the
country of varied experience and expertise successfully led by Mr. Muhammad Ali, a dynamic
banker, as its Managing Director and well educated young, energetic and dedicated officers
working with missionary zeal for the growth and progress of the institution.(www.ucbl.com)

2.3 History:
United Commercial Bank Limited is considering as one of the first generation bank of
Bangladesh. It was incorporated on 26th June as a public company with limited liability under the
companies Act 1993. It obtain permission to start business from 26 June 1983 and started
banking operation on 29th June 1983 with authorized capital of taka 100 million divided into 1
million ordinary shares of Tk. 100 each. (www.ucbl.com)

2.4 Profile of United Commercial Bank LTD.

Name of the Company

Legal Form
Commencement of Business
Head office

Telephone No.

United Commercial Bank Limited

A public limited company incorporation in Bangladesh on
26th June 1983 under the act of 1994
27-Jun-83
Bulus Center
Plot- CWS- (A)-1
Road no- 34
Gulshan Avenue, Dhaka- 1212
+ 88-02-8852500

Fax no.

+ 88-02-8852500-6000+ 88-02-8852504

Website

www.ucbl.com

Swift

UCBL BDDH

Email

info@ucbl.com

Chairman

Mr. M. A. Hashem

Managing Director

Mr. Muhammed Ali

No. Branches

138

No. of ATM

100

No. of SME centers

02

No. of Employees

3,374

Authorized Capital

Tk. 15000 million

Paid up Capital

Tk. 8366 million

Face value per Share

Tk. 10

2.5 Mission of UCBL

To offer financial solutions that create, manage and increase clients, shareholders & employees
and contributing to the national economy with social commitment. (Annual Report 2013)

2.6 Vision Statement of UCBL

United Commercial Bank Limited wants to be market leader in the local banks in Bangladesh.
Their target is to be the highest profitable bank in local banking sector (Annual Report 20122013)
Vision for Future:
To become the market leader, UCBL is planning to take some initiatives very soon. They are:
UCBL is planning to increase their ATM booths by this year to expand their service and
serve their customer up to root level.
They are planning to introduce core banking which will save time of their employees and
help them to serve their customer more quickly and hassle free way.
UCBL recognized the need for contribution in the society; therefore they are going to
contribute more in the CSR activities in the upcoming year.
They are going to increase the amount of SME loan for the entrepreneurs. So that could
help social economy infrastructure to develop faster.
UCBL emphasized on having efficient workforce to serve their customer in the best way
possible. In order to do that, UCBL is planning to increase the number of employees to
be sent for abroad for training purpose. ( Annul Report-2013)

2.7 Corporate Objectives:

To make all the stakeholders happy and to make the entire banking process an enjoyable
experience for everyone.
To be complaint with all the rules and regulation applicable in Bangladesh.
To foster creativity, innovation and diversity with the view to sustainable business
growth.
Continuous development without compromising needs of future generation.
To ensure satisfaction of all the UCBs customers though delivering services with the
implementation of world class IT infrastructure.
To establish good governance.
Ensuring effective risk management system within entire phases of activates.
Focusing on corporate social responsibilities (CSR) in a responsible manner.
To build & enhance brand image.

2.8 Product & Services:

UCBL delivered a broad range of financial services to its customer and corporate clients. Banks
are mainly dealing with similar kind of deposit accounts. But UCBL provides some special kind
of deposit scheme to attract their clients. Such as:
UCB DPS Plus:
In this scheme, customers are required to deposit a certain amount of money they can withdraw
after 5 years including the profit.
Monthly installment starts from Tk. 500 to Tk. 25,000
Customer can get 90% of deposit as a loan
UCB Earning Plus:
This is suppler for the customer than the UCB DPS Plus if they want to withdraw their money
after a shorter period. The duration of this scheme would be 3 or 5 years. Customer can withdraw
money from their account each one or three months along with the profit.

Minimum Tk. 50,000 and maximum Tk. 50,00,000 is required to open

Customer can get 90% of the deposit as loan
Applicant should be at least 18 years old
Older Citizens ( 55 years above) will get 25% interest more

UCB Multi Millionaire:

In this scheme, the duration would be five to fifteen years with different size of monthly
installment. When the account will be matured, customers can get ten lac to one crore taka
depending which category they chose.(www.ucbl.com)
Monthly installment be Tk. 5,150 to Tk. to 60,000
Customer can get 90% of the deposit as loan.

10

Chapter three
Literature Review

11

Job satisfaction describes how aperson is with his or her work. The more contented people are
within their job. Job satisfaction is a very keyfeature which is often measured by organizations.
Job satisfaction is generally defined as an employees emotionalresponse to a job based on
comparing actual outcomes with desire outcomes (Cranny, Smith & Stone, 1992). It generally
recognized as a multifaceted construct that includes employee feeling about a variety of both
fundamental and extrinsic job elements (Howard & Frink, 1996). It is not the same as
motivation, although it is clearly connected. Job design aims to develop job satisfaction and
performance; methods include job rotation, job enlargement, and job enrichment. Other
influences on satisfaction contain the management style and culture, employees involvement,
empowerment and autonomous work groups.
3.1 Measuring job satisfaction:
There are many methods for measuring job satisfaction. By far the most common method for
collecting data as regards job satisfaction is the Likert scale (name after Rensis Likert).This data
is typically collected using an Enterprise Feedback Management (EFM) system. Other less
common methods of the gauging job satisfaction includes:
Yes/No question
True/false question
Point system
Checklists
And force choice answer
There are few other methods of questionnaires are being applied for justify the measurement of
job satisfaction. Such as job descriptive index,

job in general index, (MSQ) Minnesota

Satisfaction Questionnaire, the Job satisfaction survey and the faces scale.
Job Description Index is a specific questionnaire of job satisfaction that has been widely used.
It measures ones satisfaction in five facets: pay, promotions, co-workers, supervisions, and
working activates. The scale is simple, participates answer either yes, no, no comments.( created
by Smith, Kendall, & Hulin, 1969)

12

Job in General Index is an overall measurement of job satisfaction. It is improvement to the job
descriptive index because JDI focuses too much on individual facets and not enough on work
satisfaction in general.
(MSQ) Minnesota Satisfaction Questionnaire measures job satisfaction in 20 facets and has
along form with 100 questions (Five items with each facet) and short form with 20 questions
(one item from each facet).
(JSS) Job Satisfaction Survey is a 36 item questionnaire that measures nine facets of job
satisfaction.
Faces Scale of job satisfaction is one of the first scales used widely, measured overall job
satisfaction with just one item which participants respond to by choosing a face.
But the most common way of measurement is the use of rating scales where employees report
their reactions to their jobs. Questionnaire relatesto rate of pay, work responsibilities, variety of
task, promotional opportunities the work itself and co- workers. Some question asksyes or no
questions while others ask to rate satisfaction on 1-5 scale (where 1 represents not at all
satisfied and 5 represent extremely satisfied)
3.2 Questionnaire Survey Methods
In the study of my internship report I decided to work with questionnaire survey methods. I
developed some questionnaire relates to rates of pay, work responsibilities, verity of task,
promotion, compensation, working environment etc. respondent had to chose a option against the
statement based on their job satisfaction questions. The options where strongly agree, agree,
neutral, deny, strongly deny. Strongly agree and agree represent the fact that respondent agree
with the statement which is around his job satisfaction. Strongly deny and deny suggest that
respondent not agree with the fact of questionnaire statement. And neutral option suggested that
respondent were not interested to comment on the questionnaire statement. The statement of the
questionnaire developed though assessment of the match between expectations, needs and
motives and the work situation. Based on this assessment, a person builds up satisfaction or
dissatisfaction with his/her work. In case of dissatisfaction, employees may maintain or reduce
their level of aspiration.

13

Chapter four
Internship Activities

14

First Month: General Banking

4.1 General Banking
General banking section is the most significant part of total banking activates. In my internee
period most of the officer told me that GB working procedure is vital for all the bankers. And
one of the major tasks in UCBL general banking section is to provide best customer service.
Customer services are one of the most talked about subject now a day. Customer service means
to meet customer needs in a punctual and well-organized way. In service leaningbusiness like,
excellence means customer satisfaction. And customer happiness depends on the service
provided by the organization.
Major function of general banking section

Account opening
Remittance
Cash
Clearing

4.1.1 Account Opening:

Account opening is the first operation that client has to countenance for the banking service. I
have worked almost two week in account opening desk. Account opening officer help me a lot to
learn the whole operation. United Commercial Bank provides different accountfor their client.
Such as general accounts, Proprietorship account, Partnership account, Company account, Club/
Society account, account for School, College, madras, university, Student account etc. And they
also provide some other different scheme such as Women DPS, Multi millionaire Scheme,
Money maximize etc. FDR schemes have different interest rate for different period of time.
For any account opening, clients require some important documents. And account needs different
kinds of document.
Require documents for general accounts:
Account opening form: to be filled in & signed by each account holder.
Latest passport size photograph (2 copies) of account holders for each account holder
attested by the introducer.
Original national ID card/ driving licensee/ office id/ commissioner certificate/ birth
certificate with photocopy any one is acceptable to the bank.
15

Introduction of account holder to be signed by introducer with ID and account number.

1 copy of nominees photograph & original national ID/ birth certificate.
Employee certificate/ job contract (in case of foreigner).
Foreign citizens in Bangladesh additionally require: photocopy of passport and valid visa.

In case of proprietorship account:

Attested copy of valid trade license.
Attested copy of valid tin certificate.
Company seal.
In case of Partnership Account:
Copy of notarized partnership deed certificate by all the partners or registered partnership
deed.
Partnership resolution signed by all the partners to open account UCBL indicating type of
account & mode of operation.
Private/ Public Limited Company Account:
Memorandum and Articles of Association-duly certified by the registrar of joint stock
companies firms.
Board resolution duly certified by the chairman/ secretary of the company.
Document of company stamp paper.
Work permit( in case of foreigner)
Valid passport with latest arrival seal( foreigner)
Certificate of commencement of business duly certified by the registrar of joint stock
companies & firms. ( For public limited company)
In case of club/ society:
Certified copy of registration certificate.
Certified copy of charter / bye laws and regulation/ constitution of the relevant
organization.
Copy resolution of managing committee/ executing of opening account with UCBL.
List of member of managing committee/ executive committee duly certified by the
chairman.
In case of Non- Government school/College/ University/ Madrasa/muktab:
Certified copy of registration certificate.
16

 Copy of resolution of managing committee/ governing body authorizing opening and

operation of account with UCBL- duly certified by president/ secretary of management
committee.
List of member s of managing committee/ governing body duly certified by the gazette
officer.
In case of Student Account:
If the student age is below 18 then his /her account should be operated by his / her mother
or father.
Nominee of the a/c holder cannot be the operator of the account. In case of under age 18.
Operator should be first blood.
Students ID card
Student certificate, mark sheet, registration card.
Operators & Nominees ID card.

4.1.2 Remittance Section:

Remittance section is the money transfer part of the general banking. Remittance transfer clients
money though several instruments. Such as Pay order, Demand Draft, Telegraphic Transfer.
Pay Order:
This is an instrument issued by the branch of a bank for enabling the customer/ purchaser to pay
certain amount of money to the order of a certain person/ firm/ organization/ department/ office
within the same clearing house area of the pay order- issuing branch.
Demand Draft:
This is an instrument though which customer money is remitted to another person / firm/
organization in outstation from branch of one bank to another outstation branch of the same bank
or to a branch of another bank.
Issuing procedure of D.D:
o Obtain demand draft application form duly filled in and signed by the purchaser/
applicant.
o Receive the amount in case/ transfer with prescribed commission and postage amount.
o Insert test number.
o Enter in the D.D. register.
o Issue advice to the payee branch.

17

Payment procedure of D.D:

o
o
o
o

Examine usually of the D.D. amount, verify signature, test, series, etc.
Enter in the DD payable register.
Verify with the ICBA/ test etc.
Pass required vouchers.

Telegraphic Transfer:
This is the mode of transfer of customer money from a branch of one bank to another branch. It
issued by one branch to other branch and message is table communicated. Remittance/ transfer
of money are done though tested tale-messages. Remittance is affected on the basis of tested
message. Test key apparatus required.
TT issuing procedure:
o Obtain TT application form suitably filled in and signed by the purchaser.
o Receive the amount in cash/ transfer with prescribe commission, postage, telephone etc.
o Prepare TT message inserting code number.
o Enter in TT issue register.
o Issue advice to the payee branch.
TT payments procedure:
o Note the TT message and verify the test number and verify if TT serial no. etc.
o If ok enter into TT payable register.
o Pass essential voucher for payment.

4.1.3 Cash section:

Cash receive:
o While receiving cash the receiving cashier should see that the paying in slip has been
property filled in.
o The paying in slip does not bear the name of another branch or the customer has not
mentioned the name of another branch.
o The title and number of account have been mentioned on the paying in slip and the
counterfoil.
o The amount in words and figure are the same.
o The particulars and amount on the pay- in slip and the counterfoil are same.
18

o
o
o
o
o

The cashier should receive money, count it and mention the denomination of notes on
the back of the paying in slip and see that the total tallies with the amount of the paying
in slip.
He should count the notes again and verify the amount from that mentioned on the paying
slip.
He should enter the particulars as to the name of the party, account number and amount
in the Receipt Register.
He should sign on both the parts of paying on the slip.
He should then hand over the paying in slip and the Receipt Register to the authorized
person, officer in charge.
For amount established on account of commission, Telegram and postal charge where no
detach voucher is passed he should maintain record in a separate book or enter the same
in Receipt Register immediately.
After the close of business hours, he should balance the cash receipts from the register,
and should keep the cash ready for checking by the authorized person.

Cash payment:
o Payment cashier should see that the cheque is in order; the amount in words and figures is
equal. The cheque is neither placement dated nor state.
o He should then request the presenter of the cheque to sign on the back of the cheque.
o The paying cashier sees that the signature of the ledger keeper and in case of big amount
cheques, the signature of the officer and the manager are there on the Manager are there
on the cheque as a token of having posted and supervised the cheque.
o If the cheque is payable to the order of payee, the payee or the endorsee has been
properly identified.
o He should obtain another signature of the party on the back of cheque. He should now see
that the second signature tallies with the first one already on it.
o In case of signature dont tally, he should not make the payment and report to the officer
in cheque.
o Before making the payment he should obtain the token the party and see that the amount
and token number are the same.
o He should affix the Cash Paid stamp bearing the date of payments.
o He should put his full signature under the cash paid stamp.
o He should enter the particulars of the cash payment in his payment register.
o He should keep the cheques so paid in his safe custody till the officer in charge/ Manager
checks his payment register.

19

For cash payments of other instruments:

o In case of cash payment of drafts, pay orders and pay slips, he should see that the payee
has been properly identified, and in case of pay slips, the beneficiary has signed on
proper revenue stamp.
o The officer has signed under the stamp Pay Cash
o In other respects, so far as applicable, the same procedure is to be followed as in
payments of cheques.
4.1.4 Clearing Section:
UCBL clearing section is mainly based on two different banking clearing processes. Those are
BACPS (Bangladesh Automated cheque processing System) and BEFTN (Bangladesh Electronic
Fund Transfer Network). Those are the feature of both clearing process.
BACPS Features:
Physical Instruments is required.
Scanning is required.
Time constrain within 24 hours.
High value & Regular value option.
BEFTN Features:
Only instruction is required.
No scan.
Two working days for time constrain.
No option/ all are the same.

BACPS
OUTWARD
Others Bank cheque/ instrument processed
They received fund from other bank through
Bangladesh Bank

INWARD
Self bankcheque/ Instrument only
processed.
They pay/ transfer fund to other bank
though Bangladesh Bank.
20

Type of CPS:
I.
II.
III.

High value: Each and every cheque or instrument must be five lac and more.
Regular Value:Cheque or instrument can be any amount.
Cut off time: cheque place/outward 11.30(H/V) 12.00 pm (R/V)
Return/ Inward 1.00 pm (H/V) 4.00 pm(R/V)

BEFTN
(Bangladesh Electronic Fund Transfer
Network)

Outward Credit

Outward Debit

Inward Credit

Inward Debit Net amount

Outward Credit: Total amount sent to other banks through Bangladesh Bank.
Outward Debit: Total amount received from other banks through Bangladesh Bank.
Inward Credit: Other Banks sent amount for crediting UCBL account through
Bangladesh Bank.
Inward Debit: Other Banks Realized amount from us through Bangladesh Bank.
Net amount: { ( Outward Debit + Inward Credit) ( Outward Debit + Inward Credit)}

Type of EFT transactions:

Electronic Fund can be transfer by many ways, those ways are showed below.
1. Individual

Individual.

2. Individual

Corporate

3. Corporate

Individual

4. Corporate

Corporate
21

2nd Month of Internship

4.2 Credit department
I have joined in credit department at my second month of internship period. I have tried to learn
many types of loan procedure. There are different procedure and documents are required for
different loan.
Document Required:

i.
ii.
iii.
iv.
v.
vi.
vii.
viii.
ix.
x.
xi.

Credit Application.
Trade license, certificate of Inc.MOA, TIN, NID, photograph, membership, certificate
(BGMEA / BKMEA, etc)
IT 10B of proprietor/ Each director / each partner
CIB undertaking
Stock Report
Last three year financial statement & projected financial statement of next year.
Bank statement of last one year ( current/ loan account)
Other bank / FI sanction & liability position.
Machinery details ( manufacturing unit)
Work order copy & work completion certificate
Environmental Compliance.

4.2.1Credit Information Burro (CIB):

CIB is the inquiry procedure of the credit department. Where loan borrower gives undertaking to
the bank that bank can have a quarry report of the loan applicant. So that bank can get possible
information about applicant. And CIB procedure will be shown in following way.
First loan applicants CIB undertaking required.
The entire directors of the company national ID & passport copy required.
CIB form will be filling up according to the applicant information.
Then bank sent all documents to head office including CIB form.
Scan the prepared CIB form and uploaded to Bangladesh Bank online CIB server.
And then Head office sent back the CIB report of the applicant where they found
loan defaulter or not.

22

4.2.2 Basic Requirement Term Loan:

1) Application ( 2 copies)
2) Photograph of borrower (3 copies)
3) Up-to date Income tax certificate of the company.
4) Up-to date income tax certificate for all directors.
5) Trade License
6) Permission of board of investment
7) Credit line report in Bank Proforma
8) Cost estimation of construction work- 2copies
9) Project Feasibility report
10) Resolution for borrowing from UCBL, Local office.
11) Memorandum & Articles of Association & certificate of Incorporation.
12) Statement of Liability
13) Bio-Data of Directors/ Partners
14) Sanction letter from previous Bank
15) Bank Statement for last one Year.
16) Export import performance
17) List of Machinery.

4.2.3 Basic Requirements of Working Capital loan:

1) Application( 2copies)
2) Photograph(3 copies)
3) Trade License
4) Up to date Income Tax Certificate of company
5) Up to date Income Tax Certificate of the directors
6) Stock Report in Banks prescribes form.
7) Credit line report in banks profoma
8) Working capital assessment sheet.
9) Cash flow forecast for next financial year.
10) Future business plan of the company, export target of the next year
11) Last three years Balance Sheet.
12) Permission of Board of Investment

23

3rd month of Internship

4.3 Foreign trade operation:
Foreign exchange is important department of UCBL, which deals with import & export
department. Foreign exchange is an international department of the bank. It facilities
international trade though its different model of service. It bridge between importer and
exporters. That department mainly deals in foreign currency, thats why it called foreign
exchange department.
This department is playing an important role in enhancing export earnings. Which aids financial
increase on the other hand, it also helps to assemble those goods and services.
4.3.1 Import Section:
Letter of credit
Letter of credit is an undertaking giving by the issuing bank on behalf of its customers to pay a
definite some of money to a certain person (receiver) on the completion of definite terms of
circumstances as laid down in the letter.
Importer

LC Issuing bank

Exporter

Advising Bank

Negotiating Bank

Reimbursing Bank

24

Proposal for opening L/C:

To have an important LC limit an importer submits an application of department to united
commercial Bank. The proposal contains the following particulars.

Full particulars of the bank account

Nature of business
Required amount of limit
Payment term and conditions
Goods to be imported
Offered security
Repayment schedule

Document required for opening LC:

UCBL provides a dyed form for opening of L/C to the importer. A special stamp is attach on the
form. The importer gives the following information is that form:

Full name and address of importer

Date and place of finishing of the credit
The mode of transmission of document
Whether the proof of the credit is requested by the recipient or not
The type of loading
Brief explanation of the goods to be imported
Availability of the credit by sight payment receiving payment.
The time bar within which the paper should be existing.
Sales terms
Account number
L/C amount
Shipping mark
H.S. Code number
IRC number
LCA number
Insurance cover note
Country of origin

25

Shipment Documents:
While the importer receives their goods from the ship, then many kinds of documents required to
free their goods from port office. UCBL provides those documents to their importer.
1. Bill of exchange

4. Packaging List

2. Commercial Invoice

5. Certificate of origin

3. Proforma Invoice

6. Insurance cover note

4.3.2 Export Section:

The department is playing an important role in enhancing export income which aids financial
growth and in turn it helps for the trade and industry development. On the other hand it also
helps to meet those goods and service, which are most demandable and sufficient in our country.
Back to Back LC:
It is a secondary letter of credit opened by the advising bank an favor of a domestic/ foreign
supplier on behalf of the beneficiary original foreign LC. As the original letter of credit of bank
by import letter, it is call back to back LC. The second LC is opened on the strength of the
original LC for a smaller amount.

26

Chapter Five
Analysis of Findings

27

Q1: UCBL management policies are very friendly and comfortable for the employees

Answer
Strongly Agree
Agree
Neural
Deny
Strongly Deny

Number of Respondent
04
11
07
02
00

Strongly Agree

Agree

Nural

% of Respondent
16%
48%
28%
8%
0%

Deny

Strongly Deny

0%
8%

16%

28%

48%

Figure 5.1: Identify the satisfaction level of employees around UCBL management policies.

Analysis of Q1: This given table demonstrates the opinion of UCBL employees about to
determine the fact of friendly and comfortable management policies for employees at UCBL.
48% of total respondent agreed, 28% of total respondent become natural on that question, 16%
of total respondent have strongly agreed. 8% comment on denied of total respondent.

28

Q2: UCBL provides sufficient training & support to do employees regular job.

Answer
Strongly Agree
Agree
Neural
Deny
Strongly Deny

Number of Respondent
03
16
05
01
00

% of Respondent
12%
64%
20%
4%
0%

Strongly Agree
4%0%

12%

Agree

20%
Nural
Deny
Strongly Deny

64%

Figure 5.2: Determine the fact of sufficient training & support for UCBL employees.

Analysis of Q2:Here is total respondent of 25 employees has been distributed. Among them 12%
of respondent has answered strongly Agree, 64% of total respondent answered Agree, 20% of
total respondent answered neutral, 4% of total respondent answered Deny.

29

Q3: I am satisfied with increasing compensation & other benefits for my position

Answer
Strongly Agree
Agree
Neutral
Deny
Strongly Deny

Number of Respondent
02
05
10
04
00

% of Respondent
9%
24%
48%
19%
0%

50%
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
Strongly
Agree

Agree

Nural

Deny

Strongly
Deny

Figure 5.3: find out UCBLs employees job satisfaction against compensation and other benefit

Analysis out Q3: total respondent has been distributed of 25 employees. Among them 9% of
total respondent strongly agreed, 24% of total respondent agreed, 48% of total respondent
wanted to be in neutral side, and 19 % of total respondent denied.

30

Q4: UCBL provides sufficient amount of salary to their employees compare to any other bank

Answer
Strongly Agree
Agree
Neutral
Deny
Strongly Deny

Number of Respondent
01
03
07
04
03

17%

% of Respondent
5%
17%
39%
22%
17%

5%
17%
Strongly Agree
Agree
Nural

22%

Deny
Strongly Deny
39%

Figure 5.4: Investigation about job satisfaction around sufficient salary in UCBL compare to any
other bank.

Analysis of Q4:Finding about job satisfaction around sufficient salary in UCBL compare to other
bank with 18 total respondents. 5% of total respondent strongly agreed, 17 % of total respondent
agreed, 39% of respondent wanted to be in the neutral position. 22% of total respondent denied,
17% of total respondent strongly denied.

31

Q5: I am treated fairly by my Boss

Answer
Strongly Agree
Agree
Neural
Deny
Strongly Deny

Number of Respondent
04
08
03
03
00

% of Respondent
22%
44%
17%
17%
0%

44%
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%

22%
17%

17%

0%
Strongly
Agree

Agree

Nurual

Deny

Strongly
Deny

Figure 5.5:Finding out the fact UCBL employees are treated fairly by their Boss.

Analysis of Q5:question has been asked to total 18 respondents. 22% of total respondent strongly
agreed, 44% of total respondent agreed, 17% of total respondent decided to be neutral, and 17%
of total respondent denied.

32

Q6: I always got the materials and equipment I need to do my work right.

Answer
Strongly Agree
Agree
Neural
Deny
Strongly Deny

Number of Respondent
02
09
05
01
01

5%

6%

% of Respondent
11%
50%
28%
5%
6%

11%
Strongly Agree

28%

Agree
Nurual
50%

Deny
Strongly Deny

Figure 5.6: determine the fact that UCBL employees got the materials and equipment to do their
work right.

Analysis of Q6: distributed question of 18 total respondents. 11% of total respondent strongly
agreed, 50% of total respondent agreed, 28% of total respondent was neutral, 5% of total
respondent denied, 6% of total respondent strongly agreed.

33

Q7: I do feel I have job security at United Commercial Bank LTD.

Answer
Strongly Agree
Agree
Neural
Deny
Strongly Deny

Number of Respondent
0
6
12
6
1

% of Respondent
0%
24%
48%
24%
4%

4%0%
24%
24%

Strongly Agree
Agree
Nurual
Deny
Strongly Deny

48%

Figure 5.7:finding opinion of employees around job security of UCBL

Analysis of Q7: Total number of respondent was 25. 24% of total respondent agreed, 48% of
total respondent wanted to be in the neutral side 24% respondent denied, and 4% of total
respondent strongly denied.

34

Q8: Co- worker of my branch are very friendly & helpful for my job in many occasion.

Answer
Strongly Agree
Agree
Neural
Deny
Strongly Deny

Number of Respondent
1
16
6
2
0

% of Respondent
4%
64%
24%
8%
0%

0%

Strongly deny

8%

Deny

24%

Nurual

64%

Agree
4%

Strongly Agree
0%

10%

20%

30%

40%

50%

60%

70%

Figure 5.8: Determine the fact of supportive and helpfulness UCBL co-workers.

Analysis of Q8:Total number of respondent was 25. 4% of total respondent strongly agreed with
the statement, 64% of total respondents agreed, 24% was in the neutral side, and 8% of total
respondent denied.

35

Q9: Women employees are equally treated as well as men employees at UCBL

Answer
Strongly Agree
Agree
Neural
Deny
Strongly Deny

Number of Respondent
6
14
1
4
0

Strongly Agree

Agree

Nurual

Deny

% of Respondent
24%
56%
4%
16%
0%

Strongly Deny

0%
4%

16%

24%

56%

Figure 5.9: determine the fact women are equally treated as well as men at UCBL.

Analysis of Q9:The number of total respondent was 25, 24% of total respondent strongly agreed,
56% of total respondent agreed, 4% of total respondent was neutral, and 16% of total respondent
denied.

36

Q10: Technology available is appropriate for all my need and as well as client

Answer
Strongly Agree
Agree
Neural
Deny
Strongly Deny

Number of Respondent
1
15
5
4
0

Strongly Agree

Agree

16%

Nurual

Deny

% of Respondent
4%
60%
20%
16%
0%

Strongly Deny

0%4%

20%

60%

Figure 5.10: Finding about job satisfaction around technological availability.

Analysis of Q10: Here total number of respondent was 25, 4% of total respondent strongly
agreed, 60% of total respondent agreed, 20% was neutral, and 16% of total respondent denied.

37

Q11: Top management has never come into the way of my decision making process

Answer
Strongly Agree
Agree
Neural
Deny
Strongly Deny

45%
40%
35%
30%
25%
20%
15%
10%
5%
0%

Number of Respondent
0
1
3
2
1

% of Respondent
0%
14%
43%
29%
14%

43%
29%
14%

14%

0%
Strongly
Agree
Strongly Agree

Agree

Agree

Nurual

Nurual

Deny

Deny

Strongly
Deny
Strongly Deny

Figure 5.11: Determine the fact top management has never come interfere of decision making.

Analysis of Q11: Total number of respondent was 7, 14% of total respondents agreed, 43% of
total respondent was neutral, 29% of total respondents denied, and 14% respondents strongly
agreed.

38

Q12: I have never got in any difficult situation to make any decision around my job.
Answer
Strongly Agree
Agree
Neural
Deny
Strongly Deny

Number of Respondent
1
1
0
4
1

14%

% of Respondent
0%
14%
43%
29%
14%

15%
Strongly Agree

14%

Agree
0%
57%

Nurual
Deny
Strongly Deny

Figure 5.12: finding of got in any difficult situation to make any decision around job.

Analysis of Q12: Total number of respondent was 7, 15% of total respondent strongly agreed,
14% of total respondents agreed, 57% respondents denied, 14% of total respondents strongly
denied.

39

Q13: I have very supportive and qualified employees to done my work right.
Answer
Strongly Agree
Agree
Neural
Deny
Strongly Deny

Number of Respondent
1
5
1
0
0

% of Respondent
14%
72%
14%
0%
0%

5
4.5
4
3.5
3
2.5
2
1.5
1
0.5
0
Strongly
Agree

Agree

Nurual

Deny

Strongly
Deny

Figure 5.13: Findings of job satisfaction against the fact to have supportive and qualified
employees.

Analysis of Q13: Total number of respondents was 7, 14% of total respondent strongly agreed,
72% of total respondent agreed, and 14% of total respondent wanted to be in the neutral position.

40

Q14: What kind of limitation you find out during your working operation?
5.14 Analysis of Q14
This question has been distributed to 25 numbers of respondents. All respondents came out many
different opinions around working limitation at principal branch in UCBL. Such as frequent
turnover, transfer of efficient employees, lack of manpower, insufficient manpower, insufficient
logistics support, imbalance work load, mismanagement of resources, inappropriate work
environment, in sufficient technical support, volume of work is huge, employee cannot learn
total procedure of job, network interruption, very few job rotation in principal branch, superior
are not up to the mark in term of qualification, required modern IT setup. From all this limitation
I have found most common limitation is in sufficient manpower.

Q15: What is your suggestion to improve employees internet on the job at principal
branch?
5.15ANALYSIS OF Q15
This question has been distributed to 25 numbers of respondents. Respondents has made large
amount of opinion and made their suggestion to improve UCBL employees job satisfaction.
There many suggestions came out from their personal opinion. Such as,
Salary increase, sufficient training, proper management.
Ensure job security, regular promotion, maintain EEO
Strong leadership implementation
Work environment improvement
More logistics support
Work load balance
Reduce corporate policies
To make environment more lively by giving some entertainment opportunities.
Friendly behavior by superior & paying rewards
By ensuring job rotation in period manner
Gather knowledge to grow competitive culture in the organization.

41

Chapter Six
Conclusion & Recommendation

42

6.1 Conclusion of the Study:

This report finds that overall job satisfaction of UCBL at principal branch. However, the job
satisfaction of bank officers is significantly reliant upon salary, efficiency in work, fringe benefit,
supervision quality, and coworker relations. UCBL junior executives are mainly not satisfied in
term of imbalance work load and co- worker relation, this kind of information is based on survey
methods. And some of their employees are not satisfied in term of their supervision. All the
satisfactory of UCBL employees remains three factors. And the remaining three factors,
direction style, faithfulness to bank, and work skill do not have significant geometricproof to
improve the Job satisfaction of bank officers and employees. The lower grade executives are
comparatively less satisfied as they suffered in bad supervision, imbalance of workload and coworker relation. High grade officers are comparatively more satisfied than from executive
employees as they enjoy better salary, better fringe benefits. It is also identified from this
internship that the work experience is the second important factor affecting job satisfaction of
UCBL bank officers and executives. Gender and age differences are found less important factor
toward job satisfaction. The level of overall job satisfaction of officers of UCBL is found much
higher. And executives job satisfaction is set upratherpoorer.
6.2 Limitation of the Study:
This report is prepared in term of internship projects which duration was only three months time.
And it consider as short period of time to prepare any report. All the employees and officers had
some unbelievable work load so that they cant give me time to gather much more information.
Non availability of some proceeding and latest data which is create some kinds of difficulties for
me to gather some information to prepare report. Cash section had some security issue so that
they didnt allow me to work over there. That why I have some lack of idea about cash section.
And some information was with held to retain the confidentiality of the organization. From all
those limitation I found out most affective limitation.
Lack of time duration.
Limitation of work in different sector because of security issue.

43

6.3 Recommendation of the Study:

Internship period help me a lot to prepare this report but I found out some factors which can be
improve for job satisfaction. By leveraging this fact, jobs can be enriched and can be made
highly motivating and satisfying for the employees. I recommend some suggestion to improve
the job satisfaction of UCBL employees.
First I recommend that all newly recruit employees should get guideline from the bank
about overall bank working procedure.
Management should make a balance work load for the employees.
Basic compensation for the junior employees should be increase in term of their
performance
Working atmosphere should be enhanced
Management should be indentify the weak employees and provide them proper training
to develop their skills.
HR practices can be potentially used to chalk out employees career paths by ensuring
the ensuring proper payment of growth and training program.
UCBL needs to develop an open and free climate, where employees have been given
more autonomy.
And junior employees can made their opinion on decision making process.
Bank should be create some entertain opportunity for their employees to increase their
loyalty to the organization.
At the principal branch Account opening section require another employee to operate
because of working load.
Principal branch is a big branch, but these large numbers of people are operated without
any modern HR operation. So that I recommend at list one HR employees should
include in the branch.

44

Reference

Ganguli, H.C. (1994) Job satisfaction Scales for Effective Management: Manual for
Managers and Social Scientists, Concept Publishing Company, New Delhi.
Weiss, D.J., Davis, R.V England, G.W. and Lofquist L.H., (1967) Manual for the
Minnesota Satisfaction Questionnaire
www.psych.umn.edu
www.ucbl.com
Annual Report of UCBL- 2013
www.reportbd.com
Different Check list got from officers
Check list of Account opening required documents.
Check list of UCBL products list including interest rate.
Guideline of BEFTN(Bangladesh Electronic Fund Transfer Network)

45

Appendix 1
Survey Questionnaire: Evaluation of employees job satisfaction at principal branch of UCBL
Designation: _________________________
Gender: Male / Female
Age: Below 25/ 25 to 50/ 50 & Above.
How long you have been worked here: Less: Not more than two years / Between two years to seven
years/ More than seven years.

Question

Strongly
Agree

Agree

Neutral

deny

Strongly
Deny

UCBL management policies are very friendly & comfortable for the
employees
UCBL provide sufficient training & support to do employees regular job?
I am satisfied with increasing compensation & other benefits for my position
UCBL provides sufficient amount of salary to their employers compare to any
other Banks.
I am treated fairly by my Boss
I do feel I have job security at United Commercial Bank LTD.
Women employees are equally treated as well as men employees in
Our branch of UCBL.
I always got the materials and equipment I need to do my work right.
Co-workers of my branch are very friendly and helpful for my job
in many occasions.
Technology available is appropriate for my needs and as well as for clients.

What kinds of limitation you find out during your working operation?

What is your suggestion to improve employees interest on the job at principal

branch?

Surveyor: Md. Alifuzzaman Khan

Student of University of Liberal Arts Bangladesh
46

Appendix 2
Survey Questionnaire: Evaluation of employees job satisfaction in UCBL at principal branch
Designation: _________________________
Gender: Male / Female
Age: Below 25/ 25 to 50/ 50 & Above.
How long you have been worked here: Less: Not more than two years / Between two years to seven
years / More than seven years.

Question

Strongly
Agree

Agree

Neutral

deny

Strongly
Deny

UCBL management policies are very friendly & comfortable

for the employees
UCBL provide sufficient training & support to do employees
regular job?
I am satisfied with increasing compensation & other benefits
for my position
I have never got in any difficult situation to make any decision
around my job.
Top management have never get in the way of my decision
making process.
I do feel I have job security at United Commercial Bank
LTD.
Women employees are equally treated as well as men
employees in our branch of UCBL.
I have very supportive & qualified employees to done my work
right.
Co-workers of my branch are very friendly and helpful for my
job in many occasions.
Technology available is appropriate for my needs and as well
as for clients.
What kinds of limitation you find out during your working
operation?
What is your suggestion to improve employees interest on the
job at principal branch?

Surveyor: Md. Alifuzzaman Khan

Student of University of Liberal Arts Bangladesh
47