Impact of Poor Communication on Customer Satisfaction in Bangladeshi Banks

Abstract

This research explores “Impact of poor communication on customer satisfaction in Bangladeshi banks”. The main motive of the study is to understand how unclear messages, slow responses, untrained employees, and lack of personal service can decrease customer trust and satisfaction. To find the actual situation, the study explored both Quantitative surveys and Qualitative interviews. Data were collected from Agrani Bank PLC’s customers and employees .The findings clearly show that poor communication is a major reason for customer dissatisfaction. Most customers said they were unsatisfied when bank employees gave confusing information or took too long to reply. Many also reported that employees often appear untrained and did not handle customer demand properly. Customers felt ignored especially when banks were unable to provide personal service. Also, when employees are not trained properly or do not treat customers in a friendly and personal way, people are less likely to stay loyal to the bank. The study found that communication plays a big role in building customer relationships and satisfaction. Based on these findings, the study recommends that banks should give proper training to staff, reply to customers quickly, and use clear and simple language. Personalized service and regular feedback from customers can also help improve the communication process. Good communication can lead to better service, higher customer trust, and stronger customer loyalty.