Research Paper of a Comparative Study of Banking Services and Customer Satisfaction
Executive Summary:
The banking industry in Bangladesh has flourished over the years, making double-digit profit percentages, sustaining growth and surviving cut-throat competition while providing attractive returns to shareholders. However, the greed for more without befitting platform and fundamentals brings its own challenges and questions in people 's minds. The image of the banking industry has many times been tarnished by several stories regarding the owners in recent media releases. Despite the considerable progress made, foreign countries are still somehow treating our banking industry activities as questionable.
Various privet, public and international bank provide service to there customers in Bangladesh. Banks play an important role for growth Bangladeshi economic sector and give satisfaction to there customers through provide quality banking service. Most of the banks provide same banking service in Bangladesh like current account, saving account, term deposit and saving deposit.
Banking technology is more advance than the past now in Bangladesh. Most of the privet, public and multinational banks depends upon technology. And banks provide service to there customers through technology. Banks have a big IT sector where experts are always ready to introduce to there customers a new service. Banks provide various technological banking service to there customers like PC banking or PC home banking, Online banking, Internet banking, Mobile banking, Tele-banking, ATM service, and many of technological banking services.
Customer satisfaction is most important for any organization. Organization tries to make profit through customer satisfaction. Banks also try to give satisfaction there customers through quality services. Various banks try to give satisfaction there customer in various ways. In this investigating we compare 4 banks in Bangladesh those are provide service to there customer and we have tried measure customers satisfaction in various
The banking industry in Bangladesh has flourished over the years, making double-digit profit percentages, sustaining growth and surviving cut-throat competition while providing attractive returns to shareholders. However, the greed for more without befitting platform and fundamentals brings its own challenges and questions in people 's minds. The image of the banking industry has many times been tarnished by several stories regarding the owners in recent media releases. Despite the considerable progress made, foreign countries are still somehow treating our banking industry activities as questionable.
Various privet, public and international bank provide service to there customers in Bangladesh. Banks play an important role for growth Bangladeshi economic sector and give satisfaction to there customers through provide quality banking service. Most of the banks provide same banking service in Bangladesh like current account, saving account, term deposit and saving deposit.
Banking technology is more advance than the past now in Bangladesh. Most of the privet, public and multinational banks depends upon technology. And banks provide service to there customers through technology. Banks have a big IT sector where experts are always ready to introduce to there customers a new service. Banks provide various technological banking service to there customers like PC banking or PC home banking, Online banking, Internet banking, Mobile banking, Tele-banking, ATM service, and many of technological banking services.
Customer satisfaction is most important for any organization. Organization tries to make profit through customer satisfaction. Banks also try to give satisfaction there customers through quality services. Various banks try to give satisfaction there customer in various ways. In this investigating we compare 4 banks in Bangladesh those are provide service to there customer and we have tried measure customers satisfaction in various
References: Billah, masum, M., and Ashiqurrahman, Sheikh. (2008). “HRM Practices and Customer Satisfaction Level: A Study on Private Commercial Banks in Bangladesh”, Journal of Business and Technology, Northern University Bangladesh, (Dhaka), vol.3, No.6, July-December, p-48. Cronin, Jr., and Taylor, S. S. (1992), “An Investigation into the Determinants of Customer Satisfaction”, Journal of Marketing Research, 19, 491 Akbar, Muzahid, Mohammad and Parvez Noorjahan (2009), “Impact of Service quality, Trust, and Customer Loyalty on Customer’s Loyalty”, ABAC Journal Vol. 29, No. 1, .24-38. Anderson, E. & Sullivan, M. (1993). “The Antecedents and Consequences of Customer Satisfaction for Firms”. Marketing Science, 12 (1), 125-143. Lalarukh, Farzana, & Hossain, Zariab, Md. (2008). “A Comparative Study of the PCBS & NCBS of Bangladesh: A Closer Look into the NCBS”, The Cost and Management, P15-17. Oliver, R. L. (1993). “Cognitive, Affective, and Attribute Bases of the Satisfaction Response”. Journal of Consumer Research, 20, 418–430. Fen Sheau Yap et al.(2007), “Service Quality and Customer Satisfaction: Antecedents Of Customer’s Re-Patronage Intentions”, Sunway Academic journal-4 P-62: http://www.scribd.com/document_collections/2342533. (Access Date: 10/07/10, time: 10 pm). Crando, David, (1998); Banks Must go Beyond Traditional Measures to Understand Customers, Bank Systems & Technology, Vol. 35, 1SS. 6, pp: 64. Brown, Tom, Gilbert, A, (1993); Improving the Measurement of Service Quality, Journal of Retailing, 69, (1) pp: 27-139.