Evaluation of Individual Depositors’ Satisfaction from the Deposit Management Services of Commercial Banks of Bangladesh

Abstract

This research paper has attempted to discover the satisfaction level of the individual customers from deposit management services of different commercial banks of Bangladesh. The study has used five broad satisfaction-specific factors named as reliability, responsiveness, assurance, empathy and tangible which have many sub factors. The most important sub factor in which the depositors are strongly satisfied is easy account opening procedure and the least agreed sub factor is account related charges. The regression model number one is showing that only three broad factors named as responsiveness, assurance, and tangible have statistically significant effect on overall satisfaction level from deposit management services whereas regression model number two is showing statistically significant effect of type of bank respondents use and experience of banking of the respondents on the overall satisfaction level but there is no statistical significant effect of other customer-specific factors on overall satisfaction.

Keywords: Deposit, Deposit Management, Satisfaction, Banking Service, Bangladesh, Regression Analysis.