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Abstract
Customer satisfaction has become an important aspect of measuring performance, particularly for the banking and finance industry, as most banks and finance organizations offer similar products and services. Improving customer satisfaction and loyalty is the most important factor in maintaining as well as increasing market share for the organization.
The main purpose of this study is to measure the level of customer satisfaction of Jamuna Bank Ltd. Both the observation and interview have been conducted for this study. The results show that this bank is not providing that services for which it was committed. Specially, the customers of savings account are dissatisfied. The authority of this bank should emphasize to improve the efficiency of the employees and also should be more concerned about the customers under savings account, so that they can provide the best services to the customers. The banks are required to focus more on the service they provide to satisfy the customer for maximizing the goals of that organization.
Keywords: Customer satisfaction, Customer service, Employee efficiency.
Introduction
When Bangladesh came into existence on the 16^ December, 1971, the banking sector of Bangladesh was in total disarray. With the exception of two local banks incorporated in then East Pakistan, all the bigger local banks became in operational. Starting with such a humble condition, the Banking sector of Bangladesh has grown to a great extent.
At present there are 56 Banks in Bangladesh. The structure of Banking in Bangladesh is as under:
1. State-owned commercial Bait 4
2. Specialized development Bait 5
3. Private Commercial Banks:
a) Conventional Banks 30
b) Islamic Banks 8
4. Foreign Commercial Banks
a) Conventional Banks 8
b) Islamic Banks 1
Total 56
Aiming for the customer satisfaction is the most challenging task in every organization. Through the satisfied customers, a firm an easily measure the effectiveness of the business, its potential and position in the industries, and the areas that are needed to polish and improve. Keeping the trust of a customer is not an overnight miracle but with full of patience and bountiful of effort
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