Investigating the Impact of Service Quality Dimensions on Client Satisfaction in Bangladeshi Banks: A Study on Dinajpur City

In today’s hyper competitive banking arena, banking institutions are focusing on improving service quality. Providing excellent quality of service is important in creating and sustaining competitive advantage in the banking industry of Mauritius due to intense competition between local and international banks. Hence, the paper explores the impact of Service Quality (SQ) Dimensions on customer satisfaction. Using the SERVQUAL model, the paper seeks to examine the impacts of reliability, responsiveness, assurance, empathy and tangible aspects on customer satisfaction in banks of Mauritius. A sample of 200 banking customers was randomly selected and data were analyzed through SPSS version 22. The SERVQUAL model has been found as reliable factors and appropriate tool to measure, evaluate, support, and improve the quality of services in banking industry. Results indicated that all five service quality factors have significantly positively influenced customer satisfaction in banks. Regression analysis was also conducted and depicted that empathy is a significant predictor of customer satisfaction among the five SQ dimensions.

PurposeThe study aims to appraise the impact of service quality dimensions on user satisfaction in Bangladeshi public university libraries using structural equation modeling (SEM).Design/methodology/approachThis study developed an SEM method based on SERVQUAL, LibQUAL+ and SERVPERF instruments, including 30 items under five service quality dimensions and eight satisfaction items with the 7-point Likert scale to appraise the impact of library service quality dimensions on user satisfaction. For this purpose, a survey was carried out among 437 students, 52 MPhil/PhD researchers and 32 teachers of the nine selected public university libraries of Bangladesh through a structured questionnaire. The SEM approach included path analysis, confirmatory and exploratory factor analysis, as well as construct reliability and validity where user satisfaction was used as the dependent variable, and five service quality dimensions were applied as independent variables.FindingsThis model was identified as significant and clarified 58% of the total variation in user satisfaction. The study findings indicated that resources of the libraries, staff competence, demeanor approach and tangible facilities of the public university libraries have a significant impact on user satisfaction.Originality/valueAn initiative has been taken for the first time to ascertain the impact of library service quality on user satisfaction applying the SEM approach in Bangladesh. Moreover, it creates an avenue to prompt future studies on the structural relationship between user satisfaction and service quality dimensions in academic libraries globally.

This study compares client satisfaction across multinational, private, and public banks in Bangladesh, addressing a gap in cross-category evaluations of service quality and digital capability. Using a descriptive–comparative, mixed-methods design, we surveyed purposively selected active customers of HSBC (multinational), City Bank (private), and Janata Bank (public) with a 20-item Likert questionnaire grounded in the SERVQUAL dimensions (reliability, assurance, tangibles, empathy, responsiveness). Primary data (n=50) were complemented by branch-level observation and brief interviews. Descriptive statistics and one-sample t-tests (μ=3) assessed the salience of account-opening drivers and satisfaction factors. Results show multinational and private banks outperform the public bank across all five SERVQUAL dimensions, largely due to superior digital platforms, faster transactions, and more responsive support. For the public bank (Janata Bank), overall satisfaction was moderate; factors such as bank reputation, branch location, and personal relationships with staff scored significantly above neutral, indicating the continuing importance of trust, accessibility, and interpersonal service. By contrast, transaction speed and perceived technological advancement scored at or below neutral, evidencing dissatisfaction with manual processes and limited self-service options. Charges and interest-rate comfort tended to cluster around neutrality. The comparative framework highlights HSBC’s globally integrated digital services and City Bank’s localized innovation versus Janata Bank’s lagging digitization and responsiveness. The study recommends priority investments in digital infrastructure (mobile/Internet banking, ATM coverage), process automation, and frontline service training in public banks, alongside fee transparency and issue-resolution SLAs. Private banks should continue targeted innovation and personalization, while multinationals can consolidate their advantage in security and cross-border connectivity. Aligning service quality with rising digital expectations is pivotal to strengthening client loyalty and competitiveness in Bangladesh’s banking sector.

Banking industry is to be considered as an authentic financial service industry and responsible for economic development of an economy. Customer satisfaction is the vital for retaining existing customers and attracting future customers to widen the operation level. A tough competition is spreading out among business sector day by day. The ultimate success of a business organization depends on customer satisfaction. In Bangladesh public bank and Private bank are giving financial services. The policies and strategies of public bank and private bank quite different that create the variation of customer satisfaction. This paper tries to identify the satisfaction level of customers of various public and private banks and factors that responsible for variation in the satisfaction of customers between the public and private sector banks in Bangladesh. The Purpose of this paper is to know the satisfaction level, find the variations in satisfaction level reason responsible of variation of satisfaction or dissatisfaction in public and private bank in Bangladesh. This research is based on the primary information. The data were collected from the field survey in a structured way. There are 150 customers have included from private and public banks for measuring the satisfaction level of customers. Overall the level of customer satisfaction of public and private banks are satisfied expect some tangibles and behavioral factors of the banks employees due to some strategy and nullity of the employees. So, there are need to improve this factor. This paper helpful for formulating strategy to upgrade the service level of banking activities.

The banking sector's expansion leading to client happiness is critical for a country's economic development because it contribute to large amount of capital resource for the country. Thus, this research aims to quantify the impact of service quality dimensions on customer satisfaction in Nepalese financial institutions based on SERVPERF (Cronin &Taylor, 1992) model. In this paper, the explained variable is customer satisfaction and the predictor variables are tangibility, reliability, responsiveness, assurance and empathy. Convenience sampling technique was used to select 350 respondents from different financial institution within Pokhara city. The study incorporated structured questionnaire for collecting the information on service quality dimensions and customer satisfaction. The confirmatory factor analysis and structural equation modeling techniques were used to examine the five elements of service quality in regard to customer satisfaction. The result of CFA with fit indices of GFI=0.943, AGFI=0.922, χ2 /df =1.434, RMSEA=0.035, CFI=0.881 and TLI=0.854 advocate that the measurement model has a excellent fit. Following CFA, path analysis was performed that resulted with fit indices GFI=0.938, AGFI=0.918, χ2/df =1.341, RMSEA=0.031,CFI=0.885, TLI=0.862 suggest that the structural model has an excellent fit. Furthermore, path analysis results show that the service quality components of assurance, responsiveness, and reliability are positively and significantly associated with customer satisfaction. This study provides policymakers and senior management in Nepalese financial institutions with practical insights for better understanding all aspects of service quality in order to satisfy their clients and develop their relationships for the organization's long-term sustainability

Patient satisfaction is an important measure of healthcare service quality and influences the overall effectiveness of healthcare systems. This study aims to evaluate the relationship between various dimensions of healthcare service quality and patient satisfaction. The dimensions include Tangibility, Reliability, Responsiveness, Assurance, and Empathy. A convenient sampling technique was employed. Data were collected via questionnaire distribution to people who have received services at the Ganta United Methodist Hospital. A total of 384 questionnaires were distributed. However, due to missing information, 381 valid responses were employed for analysis using the Statistical Program for Social Sciences (SPSS) software. Factor analysis was conducted for testing validity and reliability was carried out on the valid items to generate Cronbach’s alpha values. Correlation and regression analysis were conducted on the constructs of interest. The findings revealed a satisfaction level below average among respondents. A positive association and a significant impact of the service quality dimensions on patient satisfaction were also revealed. It is recommended that the hospital management implement strategies to enhance these dimensions and patient overall satisfaction, which include providing training for all members of staff on communication skills, providing an environment that is easily assessable, and paying keen attention to patient feedback to create room for continuous improvement.

Purpose: This study investigates the impact of ATM service quality on customer satisfaction and loyalty. A comprehensive questionnaire based on relevant literature and focus group research was employed to gather primary data from 290 ATM users of four reputable banks in Bangladesh: two state banks, Sonali Bank Limited and Agrani Bank Ltd., and two private banks, Dutch Bangla Bank Ltd. and City Bank Ltd. Methodology: The research developed and tested a theory using ANOVA, exploratory and multiple regression tests, correlation and coefficients, and descriptive statistics to evaluate the relative importance of various ATM service quality factors. Findings: The study identifies that the ATMqual model comprises eight dimensions: reactivity, reliability, affordability, ease of use, privacy and security, fulfillment, empathy, and simplicity. The results show a strong correlation between most of these traits and overall client satisfaction, except for cost and empathy. Practical Implications: The ATMqual factors provide bankers with valuable levers to enhance customer experiences with ATMs and improve the effectiveness and efficiency of ATM services. These insights offer bank managers and policymakers new perspectives and tools for managing customer ATM experiences. Originality: This study advances theoretical understanding by exploring the specific dimensions of ATM service quality and their impact on customer satisfaction and loyalty within the context of Bangladeshi banks. Research Limitations: The study is limited to four banks in Bangladesh, which may affect the generalizability of the findings.

Today, digital technologies are actively implemented in all spheres of the national economy, and the banking sector is no exception. These changes are manifested not only in the format of banking services, but also have a profound impact on the transformation of business processes and interaction with clients. Accordingly, the theoretical and applied understanding of the processes of digital transformation of banking services is of particular importance. The purpose of the article was to identify key areas and tools for the modernization of banking services in the context of digital transformation. The study used both general scientific and special methods of cognition, including: the method of scientific abstraction and generalization; system analysis; method of comparing typological characteristics. Digital transformation significantly rethinks the mechanism of functioning of the banking system, transferring the main operations to a remote digital format, and thereby causes a change in the paradigm of interaction between the bank and the client. Digital banking services are becoming increasingly popular, which have significant advantages compared to traditional forms of service. The introduction of innovative solutions not only expands functionality, but also creates conditions for deeper integration of the population into the financial system by increasing accessibility, speed, quality and reducing the cost of banking services. In general, the digital revolution in the banking sector has become a real impetus for the formation of a fundamentally new quality of financial services, focused on maximum transparency, security and convenience. The integration of the banking system into the digital ecosystem contributes to the growth of trust, loyalty and expansion of access to financial resources and services.

Transformation of the banking sector has led to today's banks providing a complete service - financial service both on the domestic and international level. The focus of their business is the client whose loyalty depends on the operations of the bank. The aim is to indicate that there is a direct link between the quality of the banking product and the service that affects the client's satisfaction and loyalty, which directly affects the bank's business and its competitive advantage in the financial market. The paper gives a theoretical and practical overview of the quality of service, satisfaction and loyalty of clients, and the performance of the bank, which depends on clients. In the theoretical part, the concept of a client, its significance and specifics related to its influence on the bank's business, through its satisfaction and loyalty to the bank, is defined. The empirical part deals with the analysis of customer satisfaction and loyalty towards banking products and services in Montenegro and how much the quality of banking services has an impact on the satisfaction and loyalty of the customer. The analysis of the factual situation will be carried out, the conclusions will be presented and recommendations made for improvement of the quality of the service, which will contribute to the greater satisfaction of the clients, and therefore the loyalty to the particular bank. All of this is directly related to the possibility of achieving the competitive advantage of banks within the banking sector where a particular bank operates.

Purpose - The objective of this study was to investigate the impact of service quality dimensions on brand reputation and brand trust in Iran's Saderat Bank. Design/methodology/approach: The present study is applied in terms of objective and results of study and correlational type of descriptive-survey in terms of nature and method of implementation. The Study Population included customers of Iran's Saderat Bank branches in Bushehr city. Since the population size was large, convenient sampling was used and 400 questionnaires were distributed among the customers of the bank. Structural equation modeling was used to analyze the data through Smart PLS software. Findings: The findings reveal that all dimensions of service quality (tangible factors, reliability, accountability, trustworthiness, and empathy) have a positive and significant impact on brand trust and brand reputation. Research limitations/implications: The population of the research was limited to Bushehr city (Iran). Other limitations relates to the data collection tool; the questionnaire has some disadvantages that can influence results. Therefore, we should be cautious in generalizing the findings. Originality/value: This research examines the impact of service quality dimensions and the level of impact of each dimension on brand reputation and trust, in order to identify the dimensions of service quality affecting brand reputation and trust, and to use them in branding. Thus, implementing the suggested actions to enhance the quality of services will have a positive impact on enhancing the brand reputation and brand trust in the banking industry.

Purpose– The purpose of this paper is to explore how the different dimensions of service quality influence customers’ behavioural intentions in the private and public sector banks, that is, in class and mass banking, respectively, and the implications for the service provider, consumer, society and consumer policy.Design/methodology/approach– A contextually modified SERVQUAL instrument was used to capture customers’ perceptions of service quality followed by exploratory factor analysis to study the dimensionality of service quality in retail banking. Multiple regression was used to probe the influence of the dimensions of service quality on customers’ behavioural intentions.Findings– The study revealed four dimensions of service quality in retail banking, namely, customer-orientedness, reliability, tangibles and convenience and showed that the service quality factor customer-orientedness comprising of the responsiveness and attitude of employees is most important in influencing customers’ behavioural intentions in the case of private sector banks and reliability of the service is most influential in the case of public sector banks.Research limitations/implications– Future research can focus on “service excellence” being extended beyond assessment of the quality of services, towards evaluation of the quality of life outcomes, to which public organizations contribute, appraisal of the quality of public governance processes and quality of performance in meeting social objectives.Practical implications– Retail bank managers must realize the importance of employees providing competent, reliable service in the case of public sector banks and their responsiveness and behaviour towards customers in the case of private sector banks, as the keys to foster a culture of service excellence.Social implications– High-quality financial consumer policy must not only be able to increase customer satisfaction with financial services but also build security and trust in public administration through transparent processes and accountability. In this context, with public agencies being regarded as service providers and citizens as customers, the concept of quality must also visualize public agencies as catalysts of a responsible and active civic society.Originality/value– This study explores the relationship between service quality and customers’ behavioural intentions in the private and public sector banks by linking both constructs at their dimensional level. It highlights major implications for the service provider, society, consumer and public policy based on the different needs, characteristics and requirements of customers of class and mass banking, that is, private and public sector banks.

Purpose: Financial inclusion can considerably promote cocoa production and provide a buffer for the escape from poverty traps for cocoa-growing economies like Cameroon. However, the Southwest region of Cameroon still experiences a low level of cocoa production and poverty primarily due to financial exclusion. This article explores the drivers of financial inclusion in the region. Method: A stratified multistage sampling technique was used to survey 380 cocoa producers in the main cocoa-producing areas in the region through semi-structured questionnaires. Descriptive statistics were used to analyze the socio-economic variables and the probit model to analyze the drivers of financial inclusion, subject to the three major dimensions of financial inclusion; access to, use, and quality of financial services. Results: On average, the long distance of financial institutions (9.3 km), intermediate farm sizes (2.6 ha), and low annual income (1,125,863 FCFA) negatively influenced financial inclusion resulting in just 16.6% of farmers being financially included. The findings also revealed that financial inclusion is significantly enhanced by an increase in income, farm training, the closeness of formal financial institutions (FFIs), larger household size, and small-scale production at a 1% significance level, and more years of farming experience at 5%. Moreover, 51.3% of the major constraints to financial inclusion were accounted for by lack of collateral security, distant FFIs, and low income. Implications: Reducing the distance of FFIs by establishing more institutions with considerations on collateral, increasing income through extension services like farm training, and sound agronomic practices will enhance financial inclusion. Originality: The uniqueness of this study lies in the context of the socio-political crisis during which cocoa producers were interviewed and exploring how the crisis influenced financial inclusion through a host of factors. Moreover, besides just access to credit as considered by most studies in Cameroon, the current study considers the use and quality of formal financial services as well.

Анотація. Метою роботи є доведення доцільності для міноритарних інвесторів інвестицій в акції банків США тільки зі спекулятивними, а не інвестиційними намірами; виявлення причин недоцільності довгострокового інвестування в сектор за наявності фундаментальних сприятливих умов його розвитку. Банківський сектор США розглянуто як об’єкт довгострокового інвестування для інвесторів, що планують бути лише міноритарними акціонерами, у тому числі й для громадян України. Основними методами дослідження обрано графічний аналіз динаміки цін акцій ключових банків США і визначення середньорічного темпу зростання ринкової вартості їхніх акцій. Такий середньорічний темп росту вартості акцій відповідних банків порівнювався з динамікою фондового індексу S&P-500. Сектор характеризується сприятливими умовами розвитку, однак доведено доцільність для міноритарних інвесторів інвестицій в акції банків США тільки зі спекулятивними, а не інвестиційними намірами. Уточнено чинники недоцільності довгострокового інвестування у цей сектор за наявності фундаментальних сприятливих умов розвитку сектору в країні. Визначено, що спекулятивний характер інвестицій у банківський сектор США зумовлений відсутністю сталого довгострокового зростання акцій відповідних банків темпами, що перевищують темпи росту фондового індексу S&P-500. Уточнено основні причини, що гальмують сталий розвиток банківського сектору США і не дозволяють інвестиціям у цей сектор випереджати за ефективністю інвестиції в широкий ринок. Основними такими чинниками є суттєвий вплив на банківську діяльність як макроекономічних криз, так і криз за окремими секторами господарства, що є клієнтами банків. Оскільки клієнтами банків, як кредитори, є майже всі сектори господарства, то перелік можливих секторальних криз, які проєктуються на банківську систему пропорційно до обсягів кредитування, є досить суттєвим. Це робить інвестиції в банківський сектор більш ризиковими в порівнянні з інвестиціями в інші сектори економіки. Конкретизовано властивість банківського сектору США і його державного регулювання еволюціонувати в напрямі вдосконалення можливостей протидії економічним кризам. Така властивість зменшує достовірність прогнозів розвитку досліджуваного сектора аналогічно динаміці попередніх періодів і змушує планувати події за більш оптимістичним сценарієм. Визначено неоднорідність банківського сектору США за структурою активів і рівнем диверсифікації видів діяльності, що дозволяє різним чином окремим банкам країни проходити періоди економічних криз. Ключові слова: банківський сектор США, акції, фондовий індекс S&P-500, інвестиції, економічні кризи. Формул: 2; рис.: 0; табл.: 2; бібл.: 21.

PurposeBased upon an extended SERVQUAL model, this paper attempts to contribute to the Islamic banking literature by examining the impact of digitalization, as a service quality dimension, on customer satisfaction.Design/methodology/approachTwo dimensions, i.e., digitalization and compliance, are added to the existing SERVQUAL model of five dimensions. Results are drawn from a self-completed survey of a convenience sample of 145 Tunisian Islamic bank customers for the year 2018. Factor analysis and regression analysis are used to determine factor structure and determine the impact of service quality dimensions, especially digitalization, on customer satisfaction in Islamic banking.FindingsThe factor analysis extracted five dimensions of service quality, i.e., confidence, compliance, digitalization, tangibles, and human skills. The paper demonstrates a positive and significant relationship between the main dimensions of customer service quality and customer satisfaction, except for tangibles.Research limitations/implicationsAlthough the outcomes lend support to the extended SERVQUAL model, the results are derived based on a relatively average sample size in one country (Tunisia). It might also be useful to enlarge the study sample for better generalization of the findings in other countries and include a comparison between Islamic versus conventional banking about service quality and customer satisfaction. Moreover, we can applicate another original method for the Measuring and Implementing Service Quality like the multicriteria method dubbed (MUSA).Managerial implicationsTo remain competitive, Tunisian Islamic banks need to pay attention to the way the services are delivered and not take it for granted that customers are only focusing on compliance. Dealing henceforth with Generation Y customers, they must persevere in bringing their customer service into the digital era.Originality/valueThis study is one of the few which tries to investigate the drivers of customer satisfaction for Islamic banks in a Digital Era. It reveals that although customers pay special attention to Sharia laws, the way services are delivered matters to them too. From now on, digital banking must appear among the Islamic bank features to stay relevant in the Digital Era.

The purpose of this study is to explore the mediating role of customer satisfaction between service quality dimensions and customer loyalty in Malaysian Islamic insurance sector. Based on the literature, six service quality dimensions were used to develop theoretical understanding about customer satisfaction and loyalty. This study proposes and tests a framework via structural equation modeling (Amos-16). The results of the analysis indicated that four of six service quality dimensions (tangible, responsiveness, fairness, and reliability) positively influence customer satisfaction which further influences customer loyalty. In other words, customer satisfaction mediates the relationship between four of six service quality dimensions (tangible, responsiveness, fairness, and reliability) and customer loyalty. Only two service quality dimensions (assurance and empathy) were not significantly related with customer satisfaction and loyalty. The findings further suggest that fairness have strongest effect on customer satisfaction and loyalty. The result of the study will help the managers and professionals to better understand how customer perceive service quality dimension and how these service quality dimensions are important for customers as well as for the organization. The study tested the impact of service quality dimensions on customer satisfaction and customer loyalty and found that tangibility, responsiveness, reliability, and fairness positively influence customer satisfaction. Therefore, the result of the study will help managers and professionals about how to deal with the customers to maximize the organizational profit. The result of the study suggested that fairness have strong influence on customer satisfactions and managers should pay attention on the fairness to improve service quality and maximize the customer satisfaction. As per our best knowledge, the suggested model and Islamic insurance sector have never been investigated before.