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Abstract
Nowadays competition among company to the company very serves, but most of the companies present nearly the same product or service with their competitors. To comprehend from competitors a firm need or offer superior services. Customer satisfaction is now one of the important key factors in the business sector. When it comes to banking sector customer satisfaction level is differentiated to one bank to another, thus measuring customer satisfaction is awfully important. without satisfied customers, the bank cannot exist. This work focus on the customer satisfaction in the retail bank on city bank limited. This research is conducted to affirm customer expectation on retail banking, which is decisive for the growth of the company.
Highlights
Psychology describes that satisfaction means that a state of mind that normally is derived out of a comparison between expectation and the perceived
In 1983, the government change the policy on the banking sector, and they allow the new bank with the private sector
The purpose of that study is to the measurement of the customer satisfaction level and identifying the problem to increase the service quality and satisfy the customer
Summary
Psychology describes that satisfaction means that a state of mind that normally is derived out of a comparison between expectation and the perceived. Customer satisfaction is an area that all the organization focusing on. Until the beginning of the eighties, Bangladesh banking sector was restricted to the nationalized, in addition, there is two or three foreign banks. In 1983 the emergence of heavy of the local bank with private entrepreneurship of which the city bank limited stands prominently. It came on stream on the 27th March 1983. At present Bangladesh has 57 banks, where 40 is the local private bank, nine is foreign bank and eight is state owned bank. The purpose of that study is to the measurement of the customer satisfaction level and identifying the problem to increase the service quality and satisfy the customer
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