Year-end Sale % OFF 
Abstract
The main objective of this study is to find the interrelationships between service quality attributes, customersatisfaction and customer loyalty in the retail banking sector in Bangladesh. The study sought to identify themost important attributes in bank settings, which may be used to review characteristics of the banks asexperienced by customers. In Bangladesh, no study has yet investigated the above mentioned interrelationship.The purpose of this study is to fill this gap.A review of literature was conducted to find out the relationship among service quality, customer satisfactionand customer loyalty. The literature review confirms this relationship.A survey was conducted to collect data. The sample size of 100 retail banking customers was drawn fromdifferent banks in Bangladesh. The result shows that all the service quality attributes are positively related tocustomer satisfaction and customer satisfaction is positively related to customer loyalty in the retail bankingsettings in Bangladesh. Empathy demonstrates the highest positive correlation with customer satisfaction andtangibility shows the least positive correlation with customer satisfaction.This study suggests that SERVQUAL [service quality model] is a suitable instrument for measuring the bankservice quality in the Bangladeshi context. Therefore, bank managers can use this instrument to assess the bankservice quality in Bangladesh.
Highlights
The main aim of this study is to find the interrelationships between service quality, customer satisfaction and customer loyalty in one frame in the retail banking sector in Bangladesh
The main objective of the current study is to find the interrelationships between service quality, customer satisfaction and customer loyalty in the retail banking sector in Bangladesh
Based on hypothesis H1aa and H1a0, a medium positive correlation was found between tangibility and customer satisfaction
Summary
The main aim of this study is to find the interrelationships between service quality, customer satisfaction and customer loyalty in one frame in the retail banking sector in Bangladesh. The banking industry in Bangladesh is highly competitive. 6562 branches of 49 banks operate in the country (Bangladesh Bank, 2006). According to IMF (2007), Private Commercial Banks command the greatest market share in terms of both industry assets and deposits. In late 2006, the contribution of financial sector assets to GDP was roughly 69%; out of them, the banking sector accounted for 58%. Data shows that retail banking is one of the most important sectors in the Bangladesh economy. The interrelationships between service quality, customer satisfaction and customer loyalty may provide creative ideas for improving services in order to gain a competitive advantage in the retail banking sector in Bangladesh
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