Factors Affecting Customer Satisfaction in Private Banks of Afghanistan: A Case Study of Azizi Bank, Afghanistan International Bank, and New Kabul Bank

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.