Assessing Customer's Satisfaction at Bangladesh Commerce Bank Limited a Study of the Khatgora Branch Dhaka

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.