AGRICULTURAL CREDIT AND CUSTOMER SATISFACTION: A CASE STUDY ON DACOPE BRANCH OF BANGLADESH KRISHI BANK
DOI:
https://doi.org/10.53808/KUS.2016.13.1.160`1-SKeywords:
Agricultural credit, credit performance, customer, satisfaction.Abstract
This study measures performance of agricultural credit of Bangladesh Krishi Bank (Bangladesh Agricultural Bank) at Dacope upazila based on credit data for two years and measures customers’ satisfaction. Credit target, disbursement, recovery and outstanding loans have been examined to determine bank’s credit performance. Customer’s opinion and rating values are analyzed to depict their satisfaction by randomly selecting 40 customers of the branch. Overall credit performance such as credit disbursement, recovery and outstanding loan of the bank is poor during financial year 2013-2014 compared to financial year 2012-2013. The customers are all male, about half of them are doing banking for only five to ten years. The most important barrier for getting bank credit has been revealed as the availability of supporting documents for granting loans. The overall customer satisfaction is 3.36 on Likert scale which is closer to neutral level. The study concludes that the bank should improve the system of loan processing and relaxing collateral requirement as well as providing better services with target of new prospective customers.
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