Satisfaction Level of Credit Card Holders in Khulna City of Bangladesh

Abstract

This study measures the satisfaction level of credit card users living in Khulna, Bangladesh. The study also examines the factors affecting their satisfaction level. Data have been collected from 50 credit card users living in Khulna city of Bangladesh through a self-administered questionnaire. After data collection, descriptive statistics (arithmetic mean, percentage) has been calculated to measure the factor-wise satisfaction level. It has been found that users are highly satisfied with the online shopping facility as well as its convenience to use. The weighted mean value of 64.16% indicates that the users are satisfied with the overall services provided by the issuers. After that Regression analysis has been used to analyze the relationship between satisfaction and the factors that affect the satisfaction. Regression statistics shows that 56.7% variation in the dependent variable (Satisfaction of the credit card users) can be explained by the independent variables used in this study whereas convenience, Online shopping facility, Benefits & rewards are found statistically significant in influencing the satisfaction of the credit card users. This research expects that the proper use of the study findings may help the credit card issuers to develop their services as well as increase customer satisfaction.

Keywords: Satisfaction, Credit Card Users, Khulna City, Bangladesh