CUSTOMER SATISFACTION: A CASE STUDY OF MTBL.

Abstract

The aim of this study is to find out the satisfaction level of customers of Mutual Trust Bank Ltd. (MTBL). This bank is one of the fast growing banks operating in the economy of Bangladesh. The study will help to find out the level of satisfaction of customers derived from the services provided by MTBL in Bangladesh. The bank itself has a wide range of services designed for different customer segments. The bank offers its service to the customers from minors to non-reliable Bangladeshis, women entrepreneurs to senior citizens, farmers to corporate clients according their needs and demands. The study was conducted on MTBL Mohamadpur Branch. Convenient sampling method was used to for sampling. Close ended questionnaire was used for the survey. The questionnaire was made by the author using 5 point likert scale. The financial performance was analyzed by the ratios and SPSS (Statistical Program for Social Studies) was used to find the correlations between the independent and dependent variables. According to the survey, employee competence and reliability of their service are the most affecting phenomenon towards the satisfaction of the customers. On the other hand, empathy of their service and the physical evidence of the bank seem to have a moderate and negligible correlation accordingly with the satisfaction of the customers