IMPACT OF FACTORS AFFECTING CUSTOMER SATISFACTION TOWARDS CORPORATE LOAN IN THE BANKING SECTOR OF BANGLADESH

Abstract

The purpose of this paper is to determine customer satisfaction with corporate loans. Corporate lending in Bangladesh is making a large attitude. The assessment's primary goal is to conduct a thorough inquiry into the fulfillment of borrowers from Rupali Bank Limited. According to the review, Rupali Bank Limited has excellent employees in terms of behavior, and customer happiness is an important factor in evaluating the bank's performance. Using a self-administered survey, a confirmatory factor analysis, and a set of quality measures adopted from the existing literature. We reaffirm that factors of perceived satisfaction with regard to corporate loans in the context of Bangladesh include interest rate, information availability, policies and charges as well loan repayment procedure. For data analysis, factor loading through PCA and regression were applied. Results revealed that interest rate, information availability, policies and charges as well loan repayment procedure are positively related with customer satisfaction towards corporate loan. However, this study is a genuine contribution towards the corporate loan sector of Bangladesh. Our findings have relevance for academics and practitioners interested in understanding customers' ultimate needs.