Report on Customer Satisfaciton of Bank

Topics: Bank, Commercial bank, Retail banking Pages: 47 (9390 words) Published: May 4, 2013
1.0 INTRODUCTION . In general sense we mean “Bank” as a financial institution that deals with money. There are different types of banks like Central bank, Commercial bank, Savings bank, Investment bank, Merchant bank, Co-operative bank etc. But when we use the term bank it generally means ‘commercial bank’ that collects the deposit from surplus unit of the society and then lends the deposits to the deficit units.

Now-a day’s banking sector is modernizing and expanding its hand in different financial events every day. At the same time the banking process is becoming faster, easier and is becoming wider. In order to survive in the competitive field of the banking sector all organizations are looking for better service opportunities to provide their fellow clients. So it has become essential for every person to have some idea on the bank and banking procedure.

Commercial Banks have been proven as the part and parcel of the modern economy these days. My term paper is mainly related to the different kind of services of commercial banking system and evaluates the satisfaction level of their customer. The total systematic environment of their operations is mainly for benefiting customers and it also creates a potential impact on the growth of the economics which helps to accelerate the flow of financial activities. Commercial bank and its regulation are needed to protect customers who supply funds to the banking system. By preventing bank runs that might occur if customers became concerned about the safety of their deposits, a safer banking environment. The banking system that has been discussed is to enhance the safety of banking system by overseeing individual banks. We clearly know that the service system of the commercial bank and fluctuations of economic cycle are related simultaneously. One of the most important points is the going concern policy as they can operate in any critical situations.

With comparing the other world, Commercial banks in Bangladesh are trying to maintain a sound offer of services for getting a handsome satisfaction from customers. We know that on the owner nature there are broadly two kinds of commercial banking system in Bangladesh: 1. State owned commercial bank and 2. Private owned commercial banks. These two types of banking create a separate image to the customer which is really focused on providing services.

Customer Satisfaction (CS) has become an important measure of firm performance and hence become an important domain of interest for accounting and finance research literature. The institutional theory and stakeholder theory suggest the multidimensionality of the customer as not only an economic being but also a member of a family, community and country. Recent research in accounting advocates usage of customer satisfaction and loyalty as useful non-financial measures of firm performance resulting in good corporate governance (Smith and Wright, 2004). The ability to satisfy customers is vital for a number of reasons. For example, it has been shown that dissatisfied customers tend to complain to the establishment or seek redress from them more often to relieve cognitive dissonance and failed consumption experiences (Oliver, 1987; Nyer, 1999). A disgruntled customer can, thus, become a saboteur, dissuading other potential customers away from a particular service provider.


Banker et al. (2000) identified the relationships between customer satisfaction and governance indicator like firm performance. They have established that investment in customer relationships provides the basis for developing strategies for creating customer value, and that such strategies provide the foundation for sustainable competitive advantage leading to solid financial performance. Liang et al....

Bibliography: |
Ahmed, M and Khondaker, M, 2003, “Customer Satisfaction in Nationalized Commercial Banks: A Study on depositors”, The Journal of Business Studies, Volume 1, November 1,2003, School of Business, Bangladesh Open University
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Bangladesh Bank, annual report, 2009-10
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Cronin, J. and Taylor, S. (1994) “SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of SQ”, Journal of Marketing, Vol. 58, January, 125-131.
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Nyer, P
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