Customers’ Satisfaction with the Employee Behavior of the Islami Bank Bangladesh PLC: An Investigation

G.M. Mohammad Gias Uddin Quader & Sk Obaidullah

Oct-Nov-Dec

Abstract
In Bangladesh's competitive banking sector, employee behavior significantly influences customer satisfaction and loyalty. This is especially relevant for Islamic banks, as service quality is closely linked to Shariah principles and ethical conduct. This research examines customer satisfaction regarding employee behavior at Islami Bank Bangladesh PLC (IBBPLC), specifically analyzing whether satisfaction levels vary significantly according to key demographic characteristics of customers. A structured questionnaire was created to assess customer satisfaction across essential dimensions of employee behavior, such as courtesy, professionalism, responsiveness, knowledge, and friendliness. A quantitative research approach was utilized, employing a random sampling method to survey 150 customers of IBBPLC across different branches in Dhaka city. The data were analyzed through descriptive statistics and one-way ANOVA to assess the significance of differences in satisfaction levels across demographic variables, including age, gender, education, and occupation. The findings demonstrate a predominantly favorable level of customer satisfaction regarding the employee conduct of IBBPLC. Employees were regarded as polite and well-informed regarding banking services. The analysis of variance indicates that satisfaction levels vary among different customer demographics. Differences in satisfaction were statistically significant when analyzed by age and education level, with younger and more educated customers indicating higher levels of satisfaction. The study concludes that IBBPLC upholds a satisfactory standard of employee behavior; however, a uniform approach to customer service is inadequate. Demographic disparities indicate that the bank should customize its service delivery and employee training programs to more effectively meet the needs of older and less educated customer segments. The insights are essential for IBBPLC's management to improve customer relationship strategies, elevate service quality, and strengthen its competitive position in the Islamic banking sector.

Keyword: Customer Satisfaction, Employee Behavior, Islamic Banking, Demographics, Islami Bank Bangladesh PLC (IBBL).

Research Area: Banking

Country: Bangladesh

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