Customer Satisfaction Measurement: A Study on Dutch Bangla Bank Limited

Abstract

In the retail banking market, providing high-quality service is the primary factor that determines how successful a company is. A high quality of service is thought to be driven by customer value and customer satisfaction. Furthermore, consumer satisfaction is believed to directly impact customer loyalty. The retail banking business should focus their attention primarily on the value of the client, the happiness of the customer, the quality of the service, and the loyalty of the customer as a consequence. The purpose of this study is to examine the correlation between Customer Satisfaction and Banking Services at Dutch Bangla Bank Limited, the largest private bank in Bangladesh. This research aimed to comprehend the customer's satisfaction and perceptions of the bank's service quality across many aspects. Evaluating customers’ satisfaction, it is feasible to focus on the most crucial factors that might aid businesses in spotting threats and opportunities in a dynamic market. Here, I intended for a more formal, direct method of collecting information from customers. Online service system, staff expertise, employee timeliness, new technology, ATM booth amenities, transaction speed, and remote service facilities were all factors determined to be accessible and to the satisfaction of clients in this study. Based on the findings, it seems that Dutch Bangla Bank Limited has a number of service issues that need to be addressed by its customers. Customers of DBBL are mostly pleased with the company's offerings despite certain issues with the booths of other commercial banks, a lack of employees, and difficulties in the explanation of mobile banking services. Customers have said that they are satisfied with the perks and services given by DBBL, even when compared to those supplied by other commercial banks in Bangladesh. Opened branch, account opening method, customer empathy, card charge, introducing ATM booth, etc. were all advised based on the results. Customers of Dutch Bangla Bank Limited would benefit from this study.