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Customers' Satisfaction of Service Quality: A Study on the Customers of DBBL at Different Areas of Mymensingh District


Mohammad Toriqul Islam Jony1*, Md. Jahangir Alam1, and Md. Shohel Rana2


1Dept. of Management, Jatiya Kabi Kazi Nazrul Islam University, Trishal, Mymensingh, Bangladesh; and 2Dept. of Human Resource Management, Jatiya Kabi Kazi Nazrul Islam University, Trishal, Mymensingh, Bangladesh

*Correspondence: jony.jkkniu@gmail.com

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ABSTRACT:

This study is conducted to measure the level of customer satisfaction and understand the customer perceptions towards the bank regarding different service quality dimensions in different areas of the Mymensingh area. The study was carried out through a field survey among 300 customers of different branches of this bank at Mymensingh district. A well designed structured questionnaire including both open-ended and close-ended was developed by the researchers and randomly administered to the respondents to collect data. The study finds that customers of this bank are satisfied with the branch accuracy, less complexity in opening an account, security, behavior of employees, technology, and environment, etc. The factors that contribute to customer’s frustration are that they take too much time for the delivery of the checkbook and the interest rate for the loan is high; just as the bank does not provide loans without a mortgage.  


Keywords: DBBL, Customer Satisfaction, Mymensingh District, Competitive Business, Mortgage, and Service.


Citation: Jony MTI, Alam MJ, and Rana MS. (2019). Customers' Satisfaction of Service Quality: A Study on the Customers of DBBL at Different Areas of Mymensingh District. Can. J. Bus. Inf. Stud., 1(5), 10-16. https://doi.org/10.34104/cjbis.019.01016


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