Customers’ Satisfaction Regarding Service Speed and Compliance of Islami Bank Bangladesh PLC

Masuda Akter & Mallik Asadur Rahman

Oct-Nov-Dec

Abstract
Customer satisfaction serves as a key indicator of how pleased a customer is with a company's offerings, encompassing products, services, or the overall experience, and it reveals whether their expectations have been fulfilled or surpassed. This study aimed to explore the attributes of customer satisfaction by conducting a survey focused on the satisfaction levels concerning the services provided by Islami Bank Bangladesh PLC. This investigation utilized a quantitative research design employing a deductive approach. A cross-sectional survey approach was utilized to gather data at a specific moment in time. Descriptive and inferential statistics were performed using SPSS 26.0 to ascertain the percentage of responses and to analyze the relationship between the predictive capabilities of the independent variables (demographic information) and the dependent variable (customer satisfaction). The findings indicate that a majority of clients have expressed varied responses regarding the bank's investment flexibility, terms and conditions, security measures, and the use of technology. Nonetheless, a significant number of clients expressed dissatisfaction regarding the bank's internal service charges and return rates. The majority of clients expressed contentment regarding the efficiency and speed of the document processing, the rapid account opening, and the assistance provided by the hotlines. Nonetheless, clients expressed dissatisfaction regarding the management's delayed response to grievances and the sluggish pace of loan processing. Conversely, demographic factors such as age, gender, income, education, and occupation significantly influence these expectations and, as a result, the degree of satisfaction obtained from banking services differed. This study aims to enhance the current understanding of human resource management, especially within the framework of a developing private banking sector in the Bangladeshi economy. The findings will provide HR managers and policymakers in private banks with practical insights to enhance their HR policies, tailor their compensation structures, and foster a more supportive work culture, thereby mitigating customer.

Keyword: Satisfaction, customer, service speed, compliance, of Islami Bank Bangladesh PLC.

Research Area: Management/Business/Banking

Country: Bangladesh

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