The Impacts of Service Quality on Client Satisfaction: An Empirical Study on Private Commercial Banks in Bangladesh

doi:10.34104/cjbis.021.080090

Abstract

Bangladesh's financial industry is supported by banking institutions. Because the banking sector's existence is reliant on the quality of services it offers and the satisfaction of its clients, service quality is critical for measuring the banking sector's success. The purpose of this research is to assess the impact of service quality on customer satisfaction by examining the numerous factors that influence those outcomes. It investigates useful and objective input about a client's perceptions and expectations and then improves different aspects of the company to achieve those goals. A standardized questionnaire was utilized to obtain data from a group of 300 people. The data was analyzed and conclusions were drawn using descriptive statistics. As a result, the SERVQUAL dimensions have been used to evaluate the service quality of three private commercial banks in Rangpur. To show the distinction, EXIM Bank Ltd., Dutch Bangla Bank Ltd. (DBBL), and Mercantile Bank Limited were chosen. Customers of one bank appear to be moderately satisfied, but customers of the other two banks tend to fall short of their expectations on the SERVQUAL dimension. The empathy component was shown to be a key driver of client satisfaction for both EXIM Bank Ltd. and Mercantile Bank Limited. Dependability, tangibility, and assurance, on the other hand, were found to have a significant influence on customer satisfaction for Dutch Bangla Bank Limited.

Highlights

Banks are becoming more critical to a country's entire financial industry; their presence keeps the wheels of global finance moving
Customer Satisfaction Scores - This study looks into the disconnect between consumers' expectations and views of the case study banks' service quality
The research shows that many clients are unsatisfied with the bank's physical facilities and seating arrangements, as well as a shortage of Automated Teller Machines (ATM) booths, slow service, and lack of personalized attention

Summary

Introduction

Banks are becoming more critical to a country's entire financial industry; their presence keeps the wheels of global finance moving. The sole clients of the integrated bank are those who determine the banking industry's success. The status of a country's financial sector determines its stability and economic growth (Mengesha, 2016). Bangladesh's banking industry continues to play an essential role in the country's thriving economy (Babu, 2018). According to Prakash et al, banks are one of the most important players in every economy's financial system, (2017). The modern banking industry is attempting to improve customer satisfaction and develop customer-centered initiatives in a number of ways (Uddin, 2020; Kheng et al, 2010)

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