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http://dx.doi.org/10.13106/jafeb.2020.vol7.n10.823

Investigating the Effect of Service Quality on Bank Customers' Satisfaction in Bangladesh  

RAHAMAN, Md. Atikur (School of Economics & Management, Jiujiang University)
ALI, Md. Julfikar (Department of Business Administration, The International University of Scholars (IUS))
KEJING, Zhang (School of Economics & Management, Jiujiang University)
TARU, Rupali Dilip (Department of Commerce & Management, Shri J.J.T. University-Rajasthan)
MAMOON, Zahidur Rahman (Department of Business Administration, Eminence College Uttara)
Publication Information
The Journal of Asian Finance, Economics and Business / v.7, no.10, 2020 , pp. 823-829 More about this Journal
Abstract
In this competitive era, it has become a prerequisite for the financial firms providing banking services to understand and meet the customers' needs and demands to remain competitive in today's market environment. Without satisfying the customers, banking business cannot stand alone. To satisfy customers, it is often recommended to provide better quality banking services to the bank customers. Providing quality banking services has become a prime strategic tool for the banking sector nowadays. Therefore, the study investigates the effect of various dimensions of service quality of banking service on customer satisfaction in a developing country, Bangladesh. A total of 212 walking Bangladeshi banking customers participated in this research. A structured questionnaire was developed based on past research. SPSS is utilized for analysis and Likert scale was used in this study. Internal consistency of all items was found correct and a total of seven hypotheses were proposed. For testing, a 5% significance level is considered for acceptance of hypothesis. The findings show that, except employee competency, all other variables such as reliability, assurance, tangibles, responsiveness, empathy, and access to service have positive influence on customer satisfaction. The study provides policy implications for the management boards of the banking sectors.
Keywords
Service Quality; Customer Satisfaction; Responsiveness; Reliability; Tangibles;
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Times Cited By KSCI : 10  (Citation Analysis)
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