AN ANALYSIS OF CUSTOMER SATISFACTION LEVEL IN BANKING SECTOR OF AFGHANISTAN

Abstract

The quality of customer service and customer satisfaction is emerging as one of the most relevant and significant factors within service providing organizations and financial institutes like banks. The element that most tends to differentiate some entities from others is the quality of service provided to the client and the level of effectiveness of the solutions that are offered. In this research paper, quantitative research method was used where SPSS was applied to questionnaire filled by the customers of Azizi Bank. The goal was to analyze the relationship between service quality and customer satisfaction and customer loyalty. The result of the study suggests that the level of customer satisfaction in the banking sector of Afghanistan is slightly low and the major reason behind the fact is that the country has poor IT infrastructure and the relevant facilities like the modern nations.