Author:
Ahanaf Tahmid Abtahi, Golam Mustafa Md. Nurullah Rabbani, Md Nafis Fuad, Avishek Nath

Doi: 10.26480/csmj.02.2024.73.78

This is an open access article distributed under the Creative Commons Attribution License CC BY 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited

This research explores the intricate relationship between customer service perceptions and financial performance indicators within the banking sector of Bangladesh. Against the backdrop of a rapidly evolving banking landscape influenced by economic progress, regulatory modifications, and technological advancements, the study aims to provide insights into the strategic significance of customer service in sustaining the competitive edge of Bangladeshi banks. The literature review underscores the critical role of superior service quality in influencing customer satisfaction, loyalty, and, subsequently, financial performance. The theoretical framework of the “service-profit chain” is invoked to explain the positive correlation between exceptional customer service and enhanced financial outcomes. Additionally, the literature review highlights the multifaceted nature of this relationship, acknowledging the influence of factors such as financial stability and operational efficiency. The research methodology employs a quantitative cross-sectional survey approach, collecting data from 200 respondents who have engaged with banking services in the past six months. The demographic characteristics of the sample provide a comprehensive understanding of the backgrounds and perspectives of the participants. Descriptive statistics are employed to analyze customer service and financial performance indicators, offering nuanced insights into respondents’ perceptions. Findings reveal a positive correlation between customer service and financial performance, emphasizing the strategic importance of responsive customer service representatives, clear communication, and transparent financial practices. The study concludes by advocating for banks in Bangladesh to prioritize and enhance customer service practices, align financial products with customer needs, and foster transparent communication. These strategic endeavors can contribute to sustained customer loyalty, positive recommendations, and ultimately, the long-term financial success of Bangladeshi banks in a dynamic and competitive market.