Abu Dhabi Commercial Bank

Running head: SERVICE MANAGEMENT
SERVICE MANAGEMENT
Name of the Student:
Name of the University:
Author Note:

1Service Management
Table of Contents
Answer to question 1:.................................................................................................................2
Answer to question 2:.................................................................................................................4
Answer to question 3:.................................................................................................................6
Answer to question 4:.................................................................................................................8
Answer to question 5:...............................................................................................................10

2Service Management
Answer to question 1:
ABU DHABI COMMERCIAL BANK (ADCB) established with the merger between the
Emirates Commercial Bank and the Khaleej Commercial Bank and the Federal Commercial
Bank during 1985. This bank was established as one of the public shareholding company. This
bank became the third largest bank in the UAE because they used to have the largest balance
sheet size in UAE and they also offered maximum range of retail and commercial banking
facility to their customers (IIBM Institute of Business Management., 2020). The Abu Dhabi
Government holds almost 62% shares in that bank through the Abu Dhabi Investment Council
(ADIC). This bank offers some additional offers like hedging with the financial products in USD
and local currency and also manages the credit risk which is associated with the service from
banking. They generally serves the customers of United Arab Emirates and United Kingdom.
Currently their Net income evaluated to almost 148 billion of total assets. ADCB basically
provides services like commercial and retail banking, investment, fund management activities,
merchant and brokerage facilities to their customers. Almost 48 branches are there to serve the
people. Under the banking industry ADCB is a still a well-known and one of the top bank in
UAE operating for the public benefit (Jun & Palacios, 2016).
Their official website gives an outlook of their transparent banking procedures. They
offers many currently updated services now for the convenience of their customers, those
services are SMS banking, internet banking, mobile banking, phone banking and UBANK
services. Some of the personalized banking is also offered like ADCB moneybuddy and online
chat is available for the customers on a 24*7 basis. They assist the customers whenever any
financial issue is there. Financial agent is also one of such updated service provided for their

3Service Management
customers. Current news headlines are there where Al Hilal Bank and ADCB have signed an
agreement with the Etihad Holidays so that it offers an easy payment plan service to their
customers. There is more or less increase in the profit earned by the bank and they are increasing
their customer base also.