Customer Satisfaction in Banking: A Study of Jamuna Bank Limited, Bangladesh

Customer satisfaction has become an important aspect of measuring performance, particularly for the 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 the organization.

The main purpose of this study is to measure the level of customer satisfaction of Jamuna Bank Ltd. Both the observation and interview have been conducted for this study. The results show that this bank is not providing that services for which it was committed. Specially, the customers of savings account are dissatisfied. The authority of this bank should emphasize to improve the efficiency of the employees and also should be more concerned about the customers under savings account, so that they can provide the best services to the customers. The banks are required to focus more on the service they provide to satisfy the customer for maximizing the goals of that organization.