Customer Satisfaction on Service Quality of Social Islami Bank Ltd, Shyamoli branch

Abstract

We all know that Bank is a financial institution which operates financial activities. The banking sectors has been changed at its best to modernize its activities and expand the wings of doings. To satisfy the needs of Clint banking sector has been developed to work faster and easier way, it also struggling to hold the position in the competitive market. In Asia Bangladesh is the third biggest Muslim country after Indonesia and Pakistan. According to the religion Islamic banking is very demandable here. To meet the customer demands the banks needs to maintain the superior quality of the product as well as relevant service as expected from Islamic banks. Strictly maintaining Islamic sharia is a mandatory here to guarantee the authentication of Islamic banking system whether it is about product and service or about the job sectors they are providing. The people of Bangladesh is very much positive about Islamic banking in their country, they also like to receive the proper amount of customer values and satisfaction at the same time. Along with the study it will be easier to find out about the service qualities of Islamic banking system. 1.2 Statement of the Problem All over the world Financial market got competitive day by day. The market is in need of new banks and financial institution in order to develop new products or services. On demand of customer choice technological changes is also required. Customer loyalty and satisfaction is very important in order to fulfill their demand 2 © Daffodil International University financial companies needs to reproduce, redesign or launch new product and also needs to get things more oriented, so that customer loyalty and satisfaction remains on its position. Profitability of a business depends on Customer satisfaction and retention drive, revenues and also cost of doing business, that’s why banks and financial institutions all over the world trying their level best to ensure the best service on demand of their customers.According to today’s banking system, satisfaction of customers is a local issue for bankers as well as policy makers. It is rapidly changing because more and more banks and financial institutions are striving for quality in their products and services. According to one line of study, client satisfaction judgements are unintentional antecedents of service quality judgments. Service quality, expectations, disconfirmation, performance, wishes, emotion, and equality are some often cited indicators of customer satisfaction. A survey of the current literature reveals that different studies have expressed varying opinions regarding customer satisfaction and service quality.