Measuring Customers’ Satisfaction of the Agrani Bank Ltd: A Study on Amin Court Corporate Branch, Motijheel

Abstract

Now the banks constitute the core of the country’s organized financial system in Bangladesh. Banks are now-a-days the most trusted financial organizations to the people all over the world and they satisfied their customer by offering different banking services. Ensuring the maximum level of customer satisfaction is an aim for each financial institution. Agrani Bank Limited, a leading commercial bank with 935 outlets strategically located in almost all the commercial areas throughout Bangladesh, overseas exchange houses and hundreds of overseas Correspondents, came into being as a Public Limited Company on May 17, 2007 with a view to take over the business, assets, liabilities, rights and obligations of the Agrani Bank which emerged as a nationalized commercial bank in 1972 immediately after the emergence of Bangladesh as an independent state. Agrani Bank Limited started functioning as a going concern basis through a Vendors Agreement signed between the Ministry of Finance, Government of the People's Republic of Bangladesh on behalf of the former Agrani Bank and the Board of Directors of Agrani Bank Limited on November 15, 2007 with retrospective effect from July 01, 2007. The objective of the report is to assess the level of importance, the customer of Agrani Bank put across various service attributes and also to determine how well Agrani Bank is satisfying their customers of those service grounds and different service quality dimensions. The survey is conducted on 50 respondents