Evaluation of Customers Satisfaction: A Study on Islami Bank Bangladesh Limited

Document Type: Research Paper

Authors

1 Department of Accounting and Information Systems, Islamic University, Kushtia, Bangladesh

2 MBA, Major in Business Administration, Beijing Technology and Business University, China

3 Department of Human Resource Management, Islamic University, Kushtia, Bangladesh

Abstract

This study is conducted with the aims to analyze how the demographic patterns influence the satisfaction of the customers of Islami Bank Bangladesh Limited. It also deals to identify the key determinants that influence customer satisfaction significantly. To achieve the objectives the researchers collected the data from 170 respondents by a field survey based on a structured questionnaire. The results of the current study reveal that no demographic factors influence the satisfaction of the customers of the Bank. Moreover, the result also shows that different factors such as the convenience of services, quality of service, dealing with the customer, financial considerations, image and brand, and comparative advantages all these variables have a significant and positive correlation with customer satisfaction. Among these variables, the image and brand have the highest correlation with satisfaction. Similarly, the regression analysis also reveals that the image and brand have the highest significant influence on customer satisfaction. Therefore, this study suggests paying more attention to uphold the image and brand to attain and generate more customer satisfaction.

Keywords