Internship report on Job satisfaction level at UCBL#.pdf

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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



Submission Date: April 23, 2014

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Letter of Transmittal

April 23, 2014

Hasibul Hasan

Lecturer

ULAB School of Business (USB)


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

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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.

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Table of Content

Page

Chapter

One

1.0 Introduction

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 05

Chapter

Two

2.0 Overview of UCBL

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

Chapter

Three

3.0 Literature Review

3.1 Measurement of job satisfaction 12

3.2 Questionnaire survey method 13

Chapter

Four

4.0 Internship Activities

4.1 General Banking 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

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Chapter

Five

5.0 Findings and Analysis

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

Chapter

Six

6.0 Conclusion & Recommendation

6.1 Conclusion of the Study 43

6.2 Limitation of the Study 43

6.3 Recommendation of the Study 44

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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.

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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

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Chapter One

Introduction

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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.

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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.

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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.

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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.

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Chapter two

Overviews of

United Commercial Bank

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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)

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2.4 Profile of United Commercial Bank LTD.

Name of the Company United Commercial Bank Limited

Legal Form A public limited company incorporation in Bangladesh on

26th June 1983 under the act of 1994

Commencement of Business 27-Jun-83

Head office

Bulus Center Plot- CWS- (A)-1

Road no- 34

Gulshan Avenue, Dhaka- 1212

Telephone No. + 88-02-8852500

Fax no. + 88-02-8852500-6000+ 88-02-8852504

Website www.ucbl.com

Swift UCBL BDDH

Email [email protected]

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)

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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 2012-

2013)

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.

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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.

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Chapter three

Literature Review

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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)

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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.

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Chapter four

Internship Activities

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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.

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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.

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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.

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Payment procedure of D.D:

o Examine usually of the D.D. amount, verify signature, test, series, etc.

o Enter in the DD payable register.

o Verify with the ICBA/ test etc.

o 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.

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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.

o He should count the notes again and verify the amount from that mentioned on the paying

slip.

o He should enter the particulars as to the name of the party, account number and amount

in the Receipt Register.

o He should sign on both the parts of paying on the slip.

o He should then hand over the paying in slip and the Receipt Register to the authorized

person, officer in charge.

o 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.

o 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.

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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.

21

Type of CPS:

I. High value: Each and every cheque or instrument must be five lac and more.

II. Regular Value:Cheque or instrument can be any amount.

III. 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)

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

BEFTN (Bangladesh Electronic Fund Transfer Network)

22

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. Credit Application.

ii. Trade license, certificate of Inc.MOA, TIN, NID, photograph, membership, certificate (BGMEA / BKMEA, etc)

iii. IT 10B of proprietor/ Each director / each partner

iv. CIB undertaking

v. Stock Report

vi. Last three year financial statement & projected financial statement of next year.

vii. Bank statement of last one year ( current/ loan account)

viii. Other bank / FI sanction & liability position.

ix. Machinery details ( manufacturing unit)

x. Work order copy & work completion certificate

xi. 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.

23

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

24

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

25

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

26

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.

27

Chapter Five

Analysis of Findings

28

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

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.

16%

48%

28%

8%

0%

Strongly Agree Agree Nural Deny Strongly Deny

Answer Number of Respondent % of Respondent

Strongly Agree 04 16%

Agree 11 48%

Neural 07 28%

Deny 02 8%

Strongly Deny 00 0%

29

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

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.

12%

64%

20%

4%0%

Strongly Agree

Agree

Nural

Deny

Strongly Deny



Agree 16 64%

Neural 05 20%

Deny 01 4%

Strongly Deny 00 0%

30

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

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.

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

Strongly Agree

Agree Nural Deny Strongly Deny



Agree 05 24%

Neutral 10 48%

Deny 04 19%

Strongly Deny 00 0%

31

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

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.

5%

17%

39%

22%

17%

Strongly Agree

Agree

Nural

Deny

Strongly Deny



Agree 03 17%

Neutral 07 39%

Deny 04 22%

Strongly Deny 03 17%

32

Q5: I am treated fairly by my Boss

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.

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Strongly Agree

Agree Nurual Deny Strongly Deny

22%

44%

17% 17%

0%

1



Agree 08 44%

Neural 03 17%

Deny 03 17%

Strongly Deny 00 0%

33

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

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.

11%

50%

28%

5% 6%

Strongly Agree

Agree

Nurual

Deny

Strongly Deny



Agree 09 50%

Neural 05 28%

Deny 01 5%

Strongly Deny 01 6%

34

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

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.

0%

24%

48%

24%

4%

Strongly Agree

Agree

Nurual

Deny

Strongly Deny


Strongly Agree 0 0%

Agree 6 24%

Neural 12 48%

Deny 6 24%

Strongly Deny 1 4%

35

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

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.

0% 10% 20% 30% 40% 50% 60% 70%

Strongly Agree

Agree

Nurual

Deny

Strongly deny

4%

64%

24%

8%

0%

1


Strongly Agree 1 4%

Agree 16 64%

Neural 6 24%

Deny 2 8%

Strongly Deny 0 0%

36

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

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.

24%

56%

4%16%

0%

Strongly Agree Agree Nurual Deny Strongly Deny



Agree 14 56%

Neural 1 4%

Deny 4 16%

Strongly Deny 0 0%

37

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

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.

4%

60%

20%

16%0%



Strongly Agree 1 4%

Agree 15 60%

Neural 5 20%

Deny 4 16%

Strongly Deny 0 0%

38

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

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.

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Strongly Agree


0%

14%

43%

29%

14%



Strongly Agree 0 0%

Agree 1 14%

Neural 3 43%

Deny 2 29%

Strongly Deny 1 14%

39

Q12: I have never got in any difficult situation to make any decision around my job.

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.

15%

14%

0%

57%

14%

Strongly Agree

Agree

Nurual

Deny

Strongly Deny


Strongly Agree 1 0%

Agree 1 14%

Neural 0 43%

Deny 4 29%

Strongly Deny 1 14%

40

Q13: I have very supportive and qualified employees to done my work right.

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.

0

0.5

1

1.5

2

2.5

3

3.5

4

4.5

5

Strongly Agree




Agree 5 72%

Neural 1 14%

Deny 0 0%

Strongly Deny 0 0%

41

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.

42

Chapter Six

Conclusion & Recommendation

43

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 coworker 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 co-

worker 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.

44

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.

45

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)

46

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

47

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.

Surveyor: Md. Alifuzzaman Khan

Student of University of Liberal Arts Bangladesh

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?

Internship report on Job satisfaction level at UCBL#.pdf

Documents

Transcript of Internship report on Job satisfaction level at UCBL#.pdf