Customer Satisfaction in Banking Sector: A Case Study on Janata Bank Limited

Md. Mobarak Karim and Md. Abdul Latif Mahmud
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Md. Mobarak Karim: Department of Business Administration, World University of Bangladesh
Md. Abdul Latif Mahmud: Department of Business Administration, World University of Bangladesh

Noble International Journal of Business and Management Research, 2018, vol. 2, issue 11, 90-100

Abstract: Bangladeshi banking sector is one of the challenging and extensively spread industry in Bangladeshi economy. As the result of globalization the world is becoming smaller and the business is becoming larger. Due to growth of technology the demand of the customers is growing day by day in the banking sector. In this regard customer satisfaction has become the crucial aspect for the banking business. Banking is a customer oriented service industry. Now day’s banks are more strong-minded to keep their existing customers by providing quality services leading to customer satisfaction. Customers want the best value for their money so they are always combing around to get the best services. The main objective of the research is to find out the level of satisfaction of the customers from the services offered by JBL and give some possible suggestions for the improvements of service quality. This study was based on Gulshan Circle-2, Corporate Branch of Janata Bank Limited. Data have been collected from primary and secondary sources. Conferring the results, the overall customer satisfaction is above average but not excellent. The bank should highlight the reputation of customer satisfaction and take further actions in order to enhance the quality of service. Basically, the customer satisfaction depends on positive relationship between customers and employees in the banking sector. Implementation of new features like employee education, beneficial programs, deposit schemes, service charges, networking system is the recommended of the JBL.

Keywords: Customer Satisfaction; Customer Service; Bank Employees; Service Quality; JBL (search for similar items in EconPapers)
Date: 2018
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