Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh

The main objective of this study is to find the interrelationships between service quality attributes, customersatisfaction and customer loyalty in the retail banking sector in Bangladesh. The study sought to identify themost important attributes in bank settings, which may be used to review characteristics of the banks asexperienced by customers. In Bangladesh, no study has yet investigated the above mentioned interrelationship.The purpose of this study is to fill this gap.A review of literature was conducted to find out the relationship among service quality, customer satisfactionand customer loyalty. The literature review confirms this relationship.A survey was conducted to collect data. The sample size of 100 retail banking customers was drawn fromdifferent banks in Bangladesh. The result shows that all the service…