| dc.description.abstract | This thesis examines customer satisfaction measurement within the banking sector, focusing on
identifying the key factors that influence customer perceptions and loyalty. The study aims to explore
the various dimensions of service quality that affect customer satisfaction in banking services, with an
emphasis on understanding how banks can improve their offerings to meet or exceed customer
expectations. Utilizing a mixed-methods approach, the research includes both quantitative surveys and
qualitative interviews with customers of various banks. The study identifies several critical factors,
including service reliability, responsiveness, accessibility, staff competence, and the use of
technology, all of which contribute to overall customer satisfaction. The findings highlight that while
customers generally value reliability and convenience, there is a growing demand for personalized
services and digital banking solutions. The thesis also proposes strategies for banks to enhance
customer satisfaction, including improving communication, streamlining service delivery, and
investing in technology. The research contributes to a deeper understanding of customer satisfaction in
the banking sector and offers practical recommendations for banks to enhance customer loyalty and
competitiveness in a dynamic market.
Findings reveal that while Dutch Bangla Bank PLC. enjoys a strong reputation for innovation and
accessibility, areas such as transaction speed, personalized services, and complaint resolution require
improvement. The study concludes with strategic recommendations, including the adoption of
advanced technologies, staff training programs, and enhanced customer feedback mechanisms, to
strengthen the bank's competitive edge and foster long-term customer relationships.
This research contributes to the growing body of knowledge on customer satisfaction in the banking
sector, offering practical insights for Dutch Bangla Bank PLC. and similar institutions aiming to
optimize customer experiences in an increasingly competitive market | en_US |
