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Bangladesh's financial industry is supported by banking institutions. Because the banking sector's existence is reliant on the quality of services it offers and the satisfaction of its clients, service quality is critical for measuring the banking sector's success. The purpose of this research is to assess the impact of service quality on customer satisfaction by examining the numerous factors that influence those outcomes. It investigates useful and objective input about a client's perceptions and expectations and then improves different aspects of the company to achieve those goals. A standardized questionnaire was utilized to obtain data from a group of 300 people. The data was analyzed and conclusions were drawn using descriptive statistics. As a result, the SERVQUAL dimensions have been used to evaluate the service quality of three private commercial banks in Rangpur. To show the distinction, EXIM Bank Ltd., Dutch Bangla Bank Ltd. (DBBL), and Mercantile Bank Limited were chosen. Customers of one bank appear to be moderately satisfied, but customers of the other two banks tend to fall short of their expectations on the SERVQUAL dimension. The empathy component was shown to be a key driver of client satisfaction for both EXIM Bank Ltd. and Mercantile Bank Limited. Dependability, tangibility, and assurance, on the other hand, were found to have a significant influence on customer satisfaction for Dutch Bangla Bank Limited.

The Impacts of Service Quality on Client Satisfaction: An Empirical Study on Private Commercial Banks in Bangladesh