Client Satisfaction in the Banking Sector: Evidence from Local and Multinational Banks in Bangladesh

View Full Paper

Ask AI

Bookmark

Client satisfaction levels differ significantly among banking types, favoring private and multinational banks over public banks.
Using a 20-item Likert questionnaire grounded in SERVQUAL dimensions, the study assessed customer perceptions of service quality.
Observational data and interviews supplemented surveys from active customers of HSBC, City Bank, and Janata Bank in Bangladesh.
Key findings support the need for public banks to enhance digital infrastructure and training to improve client satisfaction and competitiveness.

Discussion

No takes yet. Share an insight, caveat, or question.

Mixed-methods analysis reveals digital capabilities impact client satisfaction in local and multinational banks.

Anonya Chowdhury Hiya (2025) studied this question.

View Full Paper

Ask AI

Bookmark