Customer Satisfaction: A Comparative Study of Public and Private Sector Banks in Bangladesh
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 1
Abstract
The purpose of this study is to compare the customer satisfaction in public and private sectors banks operating in Dinajpur city of Bangladesh. The data were collected through a structured questionnaire utilizing a five point Likert scale. For statistical analysis of data, mean and standard deviation were used. The number of participants was 160 customers (80 from private banks and 80 from public banks). The results reveal significant differences between public and private sector banks with regard to customer satisfaction. The customer satisfaction in private bank is more as compared to public sectors banks. The service quality dimensions of tangibles, responsiveness, reliability, assurance and empathy influence the customers overall satisfaction. The tangibility dimension is found to be the most influential predictor of customer satisfaction, whereas empathy dimension is the least satisfaction influencing factor with customer satisfaction. The results of this research will be helpful to the bank managers and other stakeholders in order to assess the service quality of banks in Bangladesh and also help to take a better strategy to satisfy their existing customers’ demands and requirements in the competitive business environment.
Authors and Affiliations
Jaydeb Ray
Keywords
Related Articles
- EP ID EP409406
- DOI 10.9790/487X-2001011521.
- Views 132
- Downloads 0
Time to Value: Harnessing Human Capital in Digital Age
.
Pharmaceutical Market and Regulatory Contents for Export of Pharmaceutical Products to Latin American Countries
Indian Pharmaceutical industry is one of the world’s largest and most developed, ranking fourth in terms of volume and thirteenth in terms of value. The country accounts for an estimated 10% of global production and 2% o...
The Influence of Internal Control System, Commitment Leaders, Competence Human Resources, and Good Governance of the Performance of Regional Financial Management (Empirical Studies in Working Units Kota Mataram)
This Research Aimed To Analyze And Examine The Hypotheses On The Of Internal Control System, Commitment Leaders, Competence Human Resources, And Good Governance Of The Performance Of Regional Financial Management. Respon...
Influence of Training on Knowledge Management in Selected Commercial Banks in Eldoret Town, Kenya
Knowledge is a critical asset in any organization. A proper management of knowledge can increase organizational performance, improve quality of service, and sustain competitive advantage. To utilize knowledge for organiz...
Performance of Indian Commercial Banks: An Analytical Study
The Indian financial system consists of different types of financial institutions. These are responsible for the development of the nation’s economy. Commercial banks are the major financial institutions and are the most...