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

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 stateownedcommercial banks in Chittagong metropolitan area of Bangladesh. Some of the most influencing factors of loyalty have been identified in the study such as having understandingthe 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.