Examining the Customer Satisfaction Regarding Service Quality of Mercantile Bank Limited

Shamima Aktar and Md. Abdul Latif Mahmud
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Shamima Aktar: Department of Economics, Gono Bishwabidyalay
Md. Abdul Latif Mahmud: Department of Business Administration, World University of Bangladesh

Noble International Journal of Business and Management Research, 2022, vol. 6, issue 1, 17-24

Abstract: In the era of globalization the demand of the customers is changing rapidly. Nowadays the banking sectors are playing a significant role to provide better service quality to the customers in the competitive market. The main objective of this study is to examine customer satisfaction regarding the service quality of MTB bank limited in Bangladesh. This study is quantitative and exploratory in nature and the targeted population was the customers of Elephant Road, Corporate Branch of Mercantile Bank Limited. The simple random sampling technique has been used for this study purpose. All variables were measured using a 5-point Likert scale in which 5 represented strongly agree to 1 which is strongly disagreeing. The primary data were collected by using a survey questionnaire. The study accomplished that quality service is an important factor to satisfy customer needs and wants. In the world of the global economy, the banking sector needs have become more diverse and exotic than ever before. So, Mercantile Bank Limited should focus on service quality to satisfy their customers in every dimension of service quality.

Keywords: Customer Satisfaction; Customer Service; Bank Employees; Service Quality. (search for similar items in EconPapers)
Date: 2022
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