Ezatullah Karimi*, Mohammad Taher Sultani**, Abdul Rahim Mohammadi***
Abstract
This study aimed to investigate
the factors affecting customer satisfaction in private banks in Afghanistan.
Given the pivotal role of banks in the economy and the intense competition in
this industry, customer satisfaction is of paramount importance. This study
focused on three major private banks in Afghanistan: Azizi Bank, Afghanistan
International Bank, and New Kabul Bank. To collect data, a questionnaire was
designed and distributed to 100 customers of these banks. The questionnaire
included questions about various factors affecting customer satisfaction, such
as service quality, employee behavior, transaction speed, and physical
facilities. The collected data was analyzed using SPSS software. The results of
this study showed that customers are generally satisfied with the services
provided by these banks. However, various factors influence customer
satisfaction levels. The most significant factors identified in this study
include service quality, employee behavior, physical facilities, and trust. The
results also indicated that private banks in Afghanistan can increase customer
satisfaction by improving service quality, employee behavior, and physical
facilities. Moreover, building trust and confidence among customers is of
paramount importance.
Keywords: Customer, satisfaction, banking
services, responsiveness, trustworthiness, tangible factors