Customers’ perception of service quality of banking sectors in Bangladesh
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.
Gender, Service quality, Education, Bank, Age, Occupation
Md. Abdur Rouf, Mostafa Kamal, Mohammed Masum Iqbal