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
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- EP ID EP409406
- DOI 10.9790/487X-2001011521.
- Views 142
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