Banking sectors is known as the backbone of the economy of a country. Sound and stable banking process is necessary for development of the banking sector of Bangladesh. This paper tries to fill the academic hiatus by measuring overall efficiency in terms of variables like loan and advance, deposit, operating income, net profit. It also tries to find out the gap between service expectation and perception based on SERVQUAL model. In this study, Bank performance measured on the secondary data (2007-2017) and satisfaction measured on the basis of primary data. The findings of the study spells out that 2nd generation bank (Dutch Bang/a Bank Ltd. highest average net profit 90% and lowest score for Janata Bank Ltd. 33%). In case of loanand advance and deposit Janata Bank Ltd. occupied highest score 97%and 97% respectively. Rupali Bank Ltd. occupied the position of lowest scorer in case of loan and advance and operating income, 71 % and 22% respectively. On the other hand customers are more satisfied with second and third generation bank like DBBL, IBBLand JBL. On the other hand the satisfaction level of customer is very poor with first generation banks like Rupali and Janata Bank Ltd. Result reveals that all the banks should improve the service to keep their client satisfied and delighted.
Keywords: Efficiency performance, client satisfaction.
31-Aug-2024
