Measuring customer satisfaction on cards and ADC operation of Dhaka Bank

Abstract

The desire to use plastic money or electronic payments is growing in recent years. So, cards and ADC are taking the role of the bank's traditional cheque mechanism. Dhaka Bank is one of them as well. When ADC was introduced for the first time in Bangladesh, they did it similarly to other banks. The key factors by which we may measure customer satisfaction are card design, ATM booth availability, ATM machine usability, charge on transaction and credit for using cards, card capture rate, prompt customer care, service recovery, and bill processing time. Other factors for gauging client satisfaction include clean note issuance, ATM wait times, and the availability of cash at ATMs. Customers of DBL are satisfied with all save the availability of ATM booths. They are not happy about the issues. They are also unaffected by transaction risk and the length of time it takes to process bills. Beyond these, customers are content with the design of their cards, the sophistication and speed of their ATMs, the cost of their credit cards and other transactions, the method of money withdrawal, and any other factors that may affect their level of satisfaction. We advise setting up booths in a particular location where they are desperately required. The majority of customers recommended creating the machine with instructions in Bangla. Although the call center has received some criticism, customer service and service recovery are remarkable. Customers are quite satisfied with DBL's cards' performance and customer service. In the end, we can claim that DBL clients are satisfied with the majority of the service; however, there are some shortcomings for which we also offer some recommendations.