Factors influencing customers' bank selection decision in Dhaka: A case study on Jamuna Bank Board Bazar Branch

Abstract

This study investigates the role that customer’s bank selection decisions in Jamuna Bank Board Bazar Branch. Analyzing how they impact on the final outcome of the customer selection decisions by focusing on the independent variables of service and speed, mediated by bank trust to understand their collective impact on the decide to customer bank selection . The study uses a quantitative research approach with a sample size of 110 people drawn from Jamuna Bank, Board Bazar Branch. Using a combination of stratified random sampling and structured questionnaires, the data is gathered. Descriptive and inferential statistics, exploratory factor analysis, and structural equation modeling (SEM) with the help of the Smart-PLS software are all part of the data analysis process. This study efficiency and speed of banking procedures, including transaction processing, service delivery, and response time. In contrast, service refers to the overall quality of connections with customers and includes elements like availability of a variety of financial goods, responsiveness, and dependability. The objective of the study is to offer useful information that will improve client happiness, loyalty, and banks' overall competitiveness in the quick and developing financial facility.