Abstract:
This report delves into the factors influencing customer satisfaction in the context of private
commercial banking in Bangladesh, with a specific focus on Bangladesh Commerce Bank Ltd
(BCBL) and its Khatgora branch in Dhaka. The study aims to explore the relationships between
tangibility, reliability, empathy, and customer satisfaction within the banking industry.
The study collected data through surveys from BCBL's customers at the Khatgora branch,
examining their perceptions of tangibility, reliability, empathy, and overall satisfaction. The results
indicated high positive correlations between all these factors and customer satisfaction, reinforcing
the hypotheses and highlighting the significance of these dimensions in shaping customer
experiences.
However, it is important to note that the study identified room for improvement in the internal
consistency and reliability of the variables related to tangibility and reliability. Recommendations
are made to refine these items to enhance their reliability.
In conclusion, this report contributes to the growing body of knowledge on customer satisfaction in
the banking sector in Bangladesh, emphasizing the importance of tangibility, reliability, and
empathy in shaping customer experiences. The findings underscore the need for banks, including
BCBL, to prioritize these dimensions to ensure they meet customer expectations and continue to
thrive in a competitive market.
