EVALUATING CUSTOMER SATISFACTION IN A PRIVATE BANK: INSIGHTS FROM A SURVEY IN BANGLADESH

Customer satisfaction is essential for a bank's success and loyalty. Satisfied customers are more likely to be loyal and recommend the bank to others. This study explores customer satisfaction at a branch of a private bank in Bangladesh. A survey questionnaire was utilized, and feedback was received from 100 customers. The analysis, based on mean and standard deviation, shows overall high satisfaction but highlights several areas of concern. Key issues include limited branch space, inadequate staffing, and dissatisfaction with cleanliness and customer service. The customers were largely neutral in their opinions on debit/credit card services and online banking. By improving poor areas, the bank can foster stronger customer loyalty and better service experiences.