Determinants of customer satisfaction of general banking: a study on EXIM Bank LTD

Abstract

With its founding in 1999, EXIM Bank Limited, a well-known private commercial bank in Bangladesh, has grown remarkably, establishing an important participant in the banking sector in the country. Evaluating the effects of tangibleness, responsiveness, assurance, empathy, and reliability on customer satisfaction at the EXIM Bank Ring Road Branch was the goal of this research. The process included developing an organized questionnaire, interviewing 100 people to get their opinions, and applying SERVQUAL for in-depth comprehension. Primary sources included direct inquiries, real-world banking experiences, discussions with coworkers, task reviews, consumer experiences, and discussions with management. The official web page, the Annual Report, and appropriate books and articles were used as secondary sources. According to research, consumers like the bank's offerings and structures, and technology has enhanced services. High satisfaction is an effect of the bank's excellent customer service, which places an immense value on reliability and responsiveness. While thoughtfulness and ease of use are valued, bankers ought to push for exceptional performance and more empathy to keep their competitive edge.