Determinants of Customer Satisfaction in the Banking Sector in Bangladesh

Abstract

. The purpose of this paper is to evaluate the customer satisfaction of the banks sector in Bangladesh, based on customer perception regarding service quality. This is an empirical study using mainly primary data collected through a well-structured questionnaire. The findings based on three different independent variables (service quality, service charge and perceive value) showed that all these variables influenced consumers satisfaction in Bangladeshi banking sector. There is a positive impact and significant relationship between the customer satisfaction and two variables service quality and service charge. Finally, bank managers are recommended to convey operations and marketing strategies that focus on desires of customers to improve level of satisfaction.