The objective of this study is to compare the public sector banks and private sector banks in terms of customer satisfaction and to find out the various reasons of customer dissatisfaction in these banks.
• We selected the topic by discussion among our group members
• Survey was conducted over 200 customers of both public and private banks.
• Data was collected from several public and private banks.
• Collected data has been analyzed vide graph and tally by using computer.
• We selected the topic by discussion among our group members
• Survey was conducted over 200 customers of both public and private banks.
• Data was collected from several public and private banks.
• Collected data has been analyzed vide graph and tally by using computer.
Banking sector plays an important role in any nation’s economy. There are both public and private banks in our country which are giving various services to their valued customers everyday. It's a well-known fact that no business can exist without customers. Thus customer satisfaction is very much important for survival and growth of any bank.
• By understanding customer’s perception, banks can determine the actions required to meet the customer‘s needs.
• Bank can identify their own strengths and weaknesses, where they stand in comparison to their competitors.
• Customer satisfaction measurement helps to promote a increased focus on customer outcomes and stimulate improvements in the work practices and processes.
Expectations have a central role in influencing satisfaction with services, and these in turn are determined by a very wide range of factors. Lower expectations will result in higher satisfaction ratings for any given level of service quality.
For centuries banks have played an important role in financial system of A country. With expansion of trade and commerce, the concept of banking gained importance. During the Moghul period the indigenous bankers played a very important role in lending money. The commercial banks in BD comprise of both Public sector as well as private sector banks. There are total 7 Public sector and 31 private sector banks are functioning in the country presently. It's a well-known fact that no business can exist without customers.
Customer satisfaction level is higher in Private sector banks as compared with the Public Sector Banks. Reasons of
dissatisfaction in Public sector banks. Behavior and attitude of the staff in public sector banks is the first reason of customer
dissatisfaction. Time taken to process the transaction is the second reason of customer dissatisfaction. Many of the services
are not provided by the Public sector banks when compared with the Private sector banks e.g. the staff should be adequately
trained to deal with the customer on one to one basis. Many public sector banks need to revive their infrastructure to have
pace with the competing environment. Many of the services needs improvement in public sector banks e.g. ATM facilities.
• By understanding customer’s perception, banks can determine the actions required to meet the customer‘s needs.
• Bank can identify their own strengths and weaknesses, where they stand in comparison to their competitors.
• Customer satisfaction measurement helps to promote a increased focus on customer outcomes and stimulate improvements in the work practices and processes.
Expectations have a central role in influencing satisfaction with services, and these in turn are determined by a very wide range of factors. Lower expectations will result in higher satisfaction ratings for any given level of service quality.
For centuries banks have played an important role in financial system of A country. With expansion of trade and commerce, the concept of banking gained importance. During the Moghul period the indigenous bankers played a very important role in lending money. The commercial banks in BD comprise of both Public sector as well as private sector banks. There are total 7 Public sector and 31 private sector banks are functioning in the country presently. It's a well-known fact that no business can exist without customers.
Customer satisfaction level is higher in Private sector banks as compared with the Public Sector Banks. Reasons of
dissatisfaction in Public sector banks. Behavior and attitude of the staff in public sector banks is the first reason of customer
dissatisfaction. Time taken to process the transaction is the second reason of customer dissatisfaction. Many of the services
are not provided by the Public sector banks when compared with the Private sector banks e.g. the staff should be adequately
trained to deal with the customer on one to one basis. Many public sector banks need to revive their infrastructure to have
pace with the competing environment. Many of the services needs improvement in public sector banks e.g. ATM facilities.
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