Evaluation of Customer Satisfaction of Agrani Bank Limited and Shahjalal Islami Bank Limited: A Comparative Analysis

Razu Ahmed; Md. Nazrul Islam; Md. Abu Sina

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Published: Feb 27, 2016

Keywords:

Bank Customer Satisfaction Service Z-test

Razu Ahmed

Md. Nazrul Islam

Md. Abu Sina

Abstract

Flourish of service-oriented organizations especially banking organizations largely depend on satisfaction of customers. Present comparative study is conducted to evaluate the level of satisfaction of customers between public and private sector banks regarding different issues and to identify reasons of dissatisfaction. Agrani Bank Limited (ABL) as public state-owned private bank and Shahjalal Islami Bank Limited (SIBL) as Islamic private bank is selected purposively. Study reveals that the customers of SIBL are more satisfied than those of ABL. The main reasons of dissatisfactions of customers are due to having low technological knowledge of employees, no-seriousness of employees about providing better services to customers and non-furnishing the branches with modern equipment etc.

Keywords: Bank; Customer; Satisfaction; Service; Z-test

Australian Academy of Business and Economics Review, vol 2, issue 2, April 2016, pp 106-117

Issue

Vol. 2 No. 2 (2016)

Section

Articles

This work is licensed under a Creative Commons Attribution 4.0 International License.

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Editorial Team

Editor-in-Chief

Professor Francisco Coronel, Hampton University, Virginia, USA

Editorial Board Members

Dr. Wan Norhayate Bt. Wan Daud, Universiti Sultan Zainal Abidin (UniSZA), Malaysia
Dr Kasim Mansur, Universiti Malaysia Sabah, Malaysia
Dr S. Fiona Chan, Massey University, New Zealand
Dr Fiona Edgar, University of Otago, New Zealand
Dr Nighat Ansari, University of the Punjab, Pakistan
Dr Nirmala Dorasamy, Durban University of Technology, South Africa
Dr William W. Kirkley, Massey University, New Zealand
Dr Ivy Chia, Lecturer of Business, SIM University, Singapore
Dr James Henry, University of Otago, NewZaland
Dr Yuan Yuan Hu, Massey University, New Zealand

Editorial Advisory Board

Dr. Andrew Banasiewicz, Merrimack College, USA
Dr. Mahadzirah Mohamad, Professor of Marketing, University of Sultan Zainal Abidin (UniSZA), Malaysia
Professor Moha Abdullah, International Islamic University of Malaysia, Kuala Lumpur, Malaysia
Dr Xiaoming Li, Associate Professor of Economics, Massey University, New Zealand
Professor Dr Wei-Bin Zhang, Professor of Economics, College of Asia Pacific Management, Ritsumeikan Asia Pacific University, Japan

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