Investigating the Impact of Service Quality Dimensions on Client Satisfaction in Bangladeshi Banks: A Study on Dinajpur City

Abstract

In this modern and competitive period, the banking sector has found it necessary to provide financial services to know and meet the client’s needs and expectations to remain competitive in the present market conditions. Without satisfying the clients, the banking sector cannot obtain sustainable growth. Delivering superior quality banking services to the bank clients is often ensured and advised to satisfy bank clients and guarantee ongoing development. Guaranteeing better and quality financial services has become a key strategic tool for the banking sector. This study evaluates and investigates the effect of several dimensions of service quality of banking service on a client’s satisfaction in Dinajpur City, Bangladesh. This study was quantitative in nature and distributed a structured, self-administered questionnaire, which is based on a convenience method, to 203 clients of various public and private banks in Dinajpur City, Bangladesh. The research questionnaire was enhanced in accordance with previous research. The data analysis was conducted using SPSS-25, and a five-point Likert scale was employed in this investigation. The hypothesis was proposed and developed, and the internal consistency of all items was accurate. For testing, a 5% level of significance is used for acceptance of the hypothesis. This study evaluates and shows that all service quality dimensions, such as tangibility, reliability, responsiveness, assurance, empathy, convenience, and compliance, have a positive impact and influence on bank client satisfaction and achieving sustainable banking growth. Because client value is considered an asset to organizations and organizations must ensure that they provide better financial services. This research has policy implications for the management authorities of the banking industry in order to achieve sustainable growth.