Factors Affecting Borrowers' Satisfaction toward the Services of Private Commercial Banks in Bangladesh: A Study on Dhaka and Rajshahi City.

The main goal of this study is analyzing factor and measuring the level of satisfaction of the borrowers toward the services of the private commercial banks (PCBs) in Bangladesh. The study surveyed 112 customers of PCBs from Dhaka and Rajshahi city to determine the key influential factors that significantly influence on their level of satisfaction. These customers were surveyed through judgmental sampling method with a structured questionnaire from June to July 2016. Required data were gathered from the sample units through two methods of survey, i.e. personal interviews with a structured questionnaire and direct observations. Questionnaires were analyzed by using the statistical computer package SPSS version 16.0. All the data were incorporated in the analysis according to their suitability and needs with due care and acknowledgments. The findings of the paper will contribute and create some new dimensional knowledge for obtaining the banking target, developing the service style and process, and increasing borrowers' satisfaction. This research will benefit the banking policy makers, and top-level bank executives to provide concrete and effectual guidelines for developing a new area of banking services. [ABSTRACT FROM AUTHOR]