Measuring Customer Satisfaction of Dutch Bangla Bank ltd.

Abstract

his report focuses on evaluating the level of customer satisfaction at Dutch-Bangla Bank Ltd. (DBBL), a leading private bank in Bangladesh known for its electronic banking services. The study was conducted using both primary and secondary data sources. Surveys and interviews were used to collect customer feedback regarding various aspects such as service quality, ATM facilities, online banking experience, staff behavior, and problem-solving efficiency. The findings suggest that while DBBL has a strong reputation for its technological services, certain areas—such as ATM availability and customer service responsiveness—require improvement. Based on the analysis, the report provides recommendations aimed at enhancing overall customer satisfaction and ensuring long-term customer retention.