Bangladeshi Banking: Customer Satisfaction Insights through SERVQUAL Model
Author (s)
Kazi Md. Yusuf, Md Tamjid Ul Alam, Susmita Saha, & Intekhab Fardin Turja
Abstract
This study aims to measure the customer’s satisfaction level by analyzing the different dimensions that shape those outcomes using the SERVQUAL framework. An intricately organized survey was formed, and 240 samples’ data were analyzed using a combination of Excel and SPSS 25. The analysis included both descriptive and inferential statistical data. Analysis showed a strong correlation between the independent variables (tangibility, reliability, assurance, responsiveness, and empathy) and the satisfaction of customers. The regression analysis revealed a strong and statistically significant correlation; reliability, responsiveness, empathy, and assurance have a positive and significant impact on customer satisfaction. However, there was a slight negative correlation between tangibles and customer satisfaction. Banking facilities should make progress in improving the visual aspects of their premises, machinery, and staff across the tangibility spectrum. The limitation found is that customers do not have a crystal-clear vision of the quality of service and do not have sufficient time to respond to my query. Therefore, this study offers a comprehensive assessment of customer satisfaction, sending a clear message to the industry and providing concrete insights for customers across all levels.
Keywords: Customer Satisfaction, quality of services, SERVQUAL model, Customer Perception, Bangladesh.
| Title: | Bangladeshi Banking: Customer Satisfaction Insights through SERVQUAL Model |
|---|---|
| Author: | Kazi Md. Yusuf, Md Tamjid Ul Alam, Susmita Saha, & Intekhab Fardin Turja |
| Journal Name: | International Journal of Science and Business |
| Website: | ijsab.com |
| ISSN: | ISSN 2520-4750 (Online), ISSN 2521-3040 (Print) |
| DOI: | https://doi.org/10.58970/IJSB.2443 |
| Media: | Online |
| Volume: | 40 |
| Issue: | 1 |
| Issue publication (Year): | 2024 |
| Acceptance Date: | 12/08/2024 |
| Date of Publication: | 13/08/2024 |
| PDF URL: | https://ijsab.com/wp-content/uploads/2443.pdf |
| Free download: | Available |
| Page: | 50-62 |
| First Page: | 50 |
| Last Page: | 62 |
| Paper Type: | Research paper |
| Current Status: | Published |
Cite This Article:
Yusuf, K. M., Alam, M. T. U., Saha, S. & Turja, I. F. (2024). Bangladeshi Banking: Customer Satisfaction Insights through SERVQUAL Model, International Journal of Science and Business, 40(1), 50-62. DOI: https://doi.org/10.58970/IJSB.2443
Retrieved from https://ijsab.com/wp-content/uploads/2443.pdf
About Author (s)
Kazi Md. Yusuf (Corresponding Author), Lecturer, Department of Marketing, Faculty of Business Studies, Hajee Mohammad Danesh Science and Technology University, Dinajpur-5200, Bangladesh.
Md Tamjid Ul Alam, MBA, Department of Marketing, Faculty of Business Studies, Hajee Mohammad Danesh Science and Technology University, Dinajpur-5200, Bangladesh.
Susmita Saha, MBA in Marketing, Bangladesh Army University of Science & Technology (BAUST), Saidpur, Bangladesh.
Intekhab Fardin Turja, BBA, Department of Marketing, Jahangirnagar University, Savar, Dhaka-1342, Bangladesh.
DOI: https://doi.org/10.58970/IJSB.2443