Customer Satisfaction at City Bank Limited

Abstract

The primary objective of this report is to analyze customer satisfaction about service based on survey. My study area is the service of the CBL's Kawran Bazar Branch. Commercial banks are more important than nationalized banks because the age of modernization and consolidation among multinational corporations is called this century and foreign countries. . There are 5 question on survey, 1st question is meet expectation, and the result is 96.7%, 2nd question is service rating in the bank and the result divided into 3 phase poor, average, good. Poor 1 people, average 18 people and good 71 people out of 90. So good is 78.9% out of 100%, 3rd question is service speed which also divided into 3 phases, Poor, Average, Good. Poor is 3, average 20, good 67 out of 90 peoples. So, the good is 67 which is stand 74.4% out of 100%, 4th question is premising branch 3 phase similar to the 2nd and 3rd question. In this poor is 1, average 23, Good 66, out of 90 peoples. So, the good is 73.3% out of 100%. 5th question is service, which service they get most such as CA / SA (current account / account savings), FDR, Loan and Amex. 46 peoples who received CA/SA service out of 90 so that is 51.1% out of 100%, rest of the people receive other services. All t-tests are significant; therefore, all variables are included and kept in the model. Therefore, Service Rating is influenced by Meeting customer expectation, Service Speed and satisfaction on Premises. Out of these three variables, Service Speed has the most impact on customer rating which beta is .466.Than meet expectation (.220) impact on customer rating lastly premises branch which beta is .217.So this is an effective model to present the real scenario of customer satisfaction in the city bank (CBL).