Measuring customer satisfaction on the services of HSBC during Covid-19

Abstract

In the banking sector, customer satisfaction is the most important factor and this customer satisfaction depends on the services provided by the banks. Customer satisfaction is related to the service provided by the banks and the growth of the bank depends on the satisfaction level of the customers. Service quality is the most important factor in getting customer satisfaction. With quality service, internet banking services were also provided by almost every Bank in Bangladesh to satisfy their customers during the pandemic. The services provided by HSBC Bank have been taken in the research to measure customer satisfaction among the customers of HSBC during the Covid-19 pandemic in Bangladesh. The main focus is on the service quality and internet banking service provided by HSBC Bank in Bangladesh for increasing their customer satisfaction and measuring the level of customer satisfaction will help to understand the bank's situation.