Customers’ perception of service quality of banking sectors in Bangladesh

Abstract

Purpose

The main purpose of the study is to find out the customer perception of service quality of banking sectors in Bangladesh and measure their relations with regard to the customer personal characteristics like gender, age, education and occupation.

Design/methodology/approach

The research method applied in this study is random sampling survey method. The data are analysed using descriptive statistics, one-way ANOVA, t-test and f-test.

Findings

The findings indicate that the overall customer perception is neutral level. Aspect like gender, age and occupation are found to be statistically significant, and education is not statistically significant.

Originality/value

The findings of the study will be a benchmark or the board for policymakers and implementers in torching the avenues of improvement in raising the level of customer satisfaction.

Citation

Rouf, M.A., Kamal, M. and Iqbal, M.M. (2018), "Customers’ perception of service quality of banking sectors in Bangladesh", International Journal of Law and Management, Vol. 60 No. 4, pp. 922-933. https://doi.org/10.1108/IJLMA-03-2017-0050