Customer satisfaction on service quality of EXIM Bank

Abstract

The purpose of this study is to identify the variables that affect the level of bank service provided by Exim Bank. It offers a connection between the variables and the bank’s general level of excellence The overall quality of a bank is referred to as its whole quality and comprises factors like service quality, market position, growth rate, liquidity situation, and others. According to the research, human interaction with customers is more crucial than error-free records, transaction security, and the physical presence of the bank. The survey also found a considerable disparity between expected and perceived service quality. The prompt fulfillment of commitments and the clients’ line of work are intricately intertwined. Customer satisfaction, according to Ashaduzaman et al. (2012), is a novel method for assessing the quality of businesses and organizations that aids in the development of management and culture that is genuinely focused on the needs of the customer. Surveys of customer satisfaction provide quick, useful, and unbiased information about a client's preferences and expectations. Customer satisfaction, customer loyalty, and service quality measures are all related, according to Rahman et al. (2019). The likelihood of greater customer satisfaction increases when service quality requirements are integrated, ensuring customer loyalty to the bank. The banking industry is a competitive one, thus banks must find ways to satisfy their clients. By analyzing the validity of five SERVQUAL aspects, the bulk of service quality research studies were conducted in the bank.