An Empirical Study of Determinants of Customer Satisfaction of Banking Sector: Evidence from Bangladesh

• 발행기관: 한국유통과학회
• 저자명: Md. Abu Issa GAZI Md. Atikur RAHAMAN G.M. Anwar HOSSAIN Md. Julfikar ALI ZahidurRahman MAMOON
• 간행물 정보: 『The Journal of Asian Finance, Economics and Business(JAFEB)』Vol. 8 No.2, 497~503쪽, 전체 7쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2021.02.28

영문 초록

The aim of this study is to determine the factors that affect customer satisfaction in the banking sector of Bangladesh because the economic growth and stability of a country depends on the soundness of its banking sector. The study tries to investigate and assess the quality of service on customer satisfaction in the banking sector. As a sample, data were collected from 382 respondents who were customers of 32 selected commercial banks of Bangladesh. A pre-structured questionnaire was used to collect the required data and information. OLS regression model and descriptive statistical tools were used to analyze data. The results of this study reveal that the quality of service (e.g., tangibility, reliability, and empathy) has a statistically significant impact on customer satisfaction. The results also show that there is a positive correlation between the customer satisfaction and service quality dimensions in the banking sector of Bangladesh. The present study finds that in the domestic banking industry the service quality dimensions (i.e., tangibility, reliability, and empathy) have significant positive impact on customer satisfaction. The findings of the present study suggest that Bank Supervisory Authority, Central Bank of Bangladesh, and Bank Management should give special emphasis to ensure maximum satisfaction of banks’ customers.

목차

1. Introduction

2. Literature Review and Hypothesis

3. Research Methods and Materials

4. Data Analysis and Findings

5. Results and Discussion

6. Conclusions

키워드

Customer Satisfaction Banks Bangladesh Financial Institution Economic Growth