An Analysis of Customer Satisfaction at City Bank Limited

Abstract

No nation on earth does not have a significant banking industry. To grow in the banking business, banks must have efficient procedures that benefit not only the economy but also society. It is the purpose of this research to determine how delighted The City Bank Limited's General Banking customers are with the quality of its customer service. This research focuses on determining whether or not customers are satisfied with their purchases. Because customer satisfaction is fundamental for a bank's success, I will provide some suggestions after analyzing the levels of satisfaction and displeasure. The survey has four questions. The answer to the first question about branch staff is one hundred percent. The response to the second question is separated into three categories: low, average, and high ratings for bank branches. The good rating is 97% out of a possible 100%. In the 3rd question, 198 out of 211 people is 94 percent, which means that the service time is excellent. In addition, the fourth question is the same branch hypothesis 3 phase as the second and third questions. The number of people that are in a positive situation is 202 out of 211. Thus, the quality is 96 percent. The purpose of this article is to offer the right insight into the degree of customer satisfaction who visit the CBL Pragati Sarani Branch, along with comprehensive assessments based on a proper questionnaire used for monitoring and data collecting. This article's objective is to accomplish this goal by providing proper knowledge of the quantity of satisfaction of customers who attend the CBL Pragati Sarani Branch.