Factors behind loyalty in banking - a study based on state-owned commercial banks in Bangladesh

Authors

  • Serajul Islam Department of Business Administration International Islamic University Chittagong, Chittagong
  • AM Shahabuddin Department of Business Administration International Islamic University Chittagong, Chittagong
  • Najneen Jahan Chowdhury Department of Business Administration International Islamic University Chittagong, Chittagong

DOI:

https://doi.org/10.3329/iiucs.v13i0.37644

Keywords:

Customer, Loyalty, Recovery, Satisfaction, Service, Quality

Abstract

This paper focuses on the causes of customer satisfaction and its relationship with loyalty in state-owned banking in Bangladesh. The study was conducted in ten branches of six state-owned commercial banks in Chittagong metropolitan area of Bangladesh. Some of the most influencing factors of loyalty have been identified in the study such as having understanding the specific needs of their customers; providing services timely, caring to customers, having required knowledge and skill of employees to perform the services and so on. This study provides some guidelines for developing customer loyalty in banking services.

IIUC Studies Vol.13 December 2016: 27-42

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Author Biography

Serajul Islam, Department of Business Administration International Islamic University Chittagong, Chittagong



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Published

2018-07-29

How to Cite

Islam, S., Shahabuddin, A., & Chowdhury, N. J. (2018). Factors behind loyalty in banking - a study based on state-owned commercial banks in Bangladesh. IIUC Studies, 13, 27–42. https://doi.org/10.3329/iiucs.v13i0.37644

Issue

Vol. 13 (2016)

Section

Articles

License

The copyright of the paper will be preserved by the International Islamic University Chittagong once it is accepted for publication in the journal.