Social and Behavioral Sciences Commons^™

Customer Satisfaction Measurement For State Owned Banks In Least Developed Countries- A Case Of Bangladesh, Muhammad Khondaker, Monir Mir

Muhammad S Khondaker

Customer Satisfaction has become an important dimension for performance measurement particularly for banking and finance industry. As most banks and finance organizations offer similar products and services, improving customer satisfaction and loyalty is the most important factor in maintaining as well as increasing market share for these organizations. Customer satisfaction is grossly neglected area for performance measurement in most Least Developed Countries (LDCs) including Bangladesh. Like most LDCs, Bangladesh is also facing external pressures from IMF, World Bank, ADB etc for reforming incompetent financial sector. The purpose of the paper is to identify the factors that affect and explain customer …