http://space.buft.edu.bd/handle/123456789/17 Fri, 17 Apr 2026 09:59:40 GMT 2026-04-17T09:59:40Z http://space.buft.edu.bd/handle/123456789/40 Factors Affecting Customer Satisfaction of Online Taxi Services in Dhaka City Hayder, Nashid Bintey Purpose: Overall purpose of this research is to investigate the factors affecting customer satisfaction of Online Taxi Services by an online taxi services providing companies in Dhaka City. Methodology: Here, the researcher used two variables, one is independent variable (reliability, price, comfort, service quality), and (customer satisfaction) is dependent variable. Data was collected through questionnaires from 100 respondents from Dhaka city. Here researcher used SPSS V20 to get results and 5-point Likert scale. Findings: This research found that the majority of the taxi service users are female. It is also found that the relationship between independent and dependent variables is highly significant. From correlation analysis, it concludes that the price has the most positive relationship with customer satisfaction among the four independent variables. Quality and reliability have first and second positive relationship consecutively with customer satisfaction, whereas, comfort has no significant relationship with customer satisfaction. Thus this research concludes that taxi Services Company has to develop or expand their facilities to gain customer‟s satisfaction. Limitations: The main limitation of this study is the study was carried out in Dhaka city only; which limits the generalization of the study. Practical Implications: Here only four attributes have been used that are associated with customer satisfaction. In future researchers may additionally use other attributes that relate with the customer satisfaction. This study will facilitate the taxi companies in addition to the taxi users in Bangladesh to pick out the most charming service provider and additionally modify the existing facilities and gain overall customer satisfaction. Originality/Value: In Bangladesh, a little research work has been done on online taxi services in Dhaka city. This research will contribute to existing literature in determining the dimensions of quality, price, comfort, and reliability stimulating customers‟ satisfaction while using online taxi services. Sat, 01 Aug 2020 00:00:00 GMT http://space.buft.edu.bd/handle/123456789/40 2020-08-01T00:00:00Z http://space.buft.edu.bd/handle/123456789/39 Understanding Customer Gratification Regarding ‘Aarong’ in Dhaka City Tasnim, Jarin Purpose: The inevitable important of satisfied customer for successful organization is significant. It infers Local Enterprise like Aarong to initiate the analysis of their customer satisfaction characteristics. The study has been tried to find out the extent of relation of customer expectation, perceived value, complaints and loyalty phenomenon and the impact on customer satisfaction. Methodology: A convenient sampling technique has been used to collect primary data by means of a survey, using self-administered questionnaires distributed to the respondent through Google Form. 100 Respondents have been targeted in Dhaka city to find out their satisfactory status through a structured questionnaire. The result is being analyzed by Regression and ANOVA model in SPSS 25.0. The Gratification level of customer is being very significant from the analysis. Unique Design, Product quality, brand image, advertisements, online store, membership, decreasing quality etc. are the major influencing factors for Aarong to build up customer gratification. Findings: From discussion Aarong loyal customer base is very much strong so that they should determine their bonded customer with several benefits like membership cards, coupon or gift voucher. Positive WOM and the brand equity are also very impactful for airing customer gratification. The recent complaints factors like high price low quality, fraudulence, sales representative behaviors etc. need to be undermined for more satisfied customer. Limitations: To get more consumers‟ behavioral insights if focused group discussion or depth interview could be conducted along with direct questionnaire survey; it would elicit more actual view. But it would be more time consuming and involve more financial investment. But it can be an avenue for further research initiation to get candid and more elaborate information. Practical Implications: The study has a number of implications for management and policy. Customers are still satisfied with Aarong products. Aarong should retain their customer; provide good value to the loyal customer. Originality/Value: In fact, multiple research activities have been conducted in abroad regarding customer satisfaction, but not a single work similar to this research topic has been done in Bangladesh regarding Aarong. Some internship reports are mostly similar for Aarong customer awareness or loyalty. But there is no research on it. Researcher‟s endeavor to discover customer gratification level toward Aarong need to be determined as some questions have been raised among the people about Aarong quality. Sat, 01 Aug 2020 00:00:00 GMT http://space.buft.edu.bd/handle/123456789/39 2020-08-01T00:00:00Z http://space.buft.edu.bd/handle/123456789/38 Employee Job Satisfaction in the Banking Industry of Bangladesh: A Study on Islamic Banking in Dhaka City Akterujjaman, S. M. Purpose: The main goal of this study is to analyse factors and measure the level of job satisfaction in the Islamic Banks (IBs) in Bangladesh. Methodology: Four IBs, Islamic Bank Bangladesh Ltd., First Security Islami Bank, Al-Arafah Islami Bank, and Shahjalal Islami Bank were selected for the study. The study surveyed 200 employees of IBs of Dhaka city to determine the key influential factors that significantly influence employees' job satisfaction. These employees were selected through a judgmental sampling method with a structured questionnaire from August to September 2019. Required data were gathered from the sample units through the survey method. SPSS version 20.0 was used to analyse the data. Findings: The findings of the paper will contribute and create new dimensional knowledge for obtaining the banks’ development, developing the service styles and processes, and increasing employees' job satisfaction. The research also revealed that through implementing the different influential factors such as salary, promotion, transport facilities, insurance benefits, working environment, holidays, working hours, incentives, provident fund, and medical allowances, the overall job satisfaction of the bank's employees’ increases. So, it can be said that for practicing human resources policies and strategies in the Islamic banks both the banks and employees are benefited. Limitations: Every research work may have, in a wide sense, some limitations and the completed study is not exception in this regard. In fact, sampling is a recognized technique of conducting any research in contemporary world, specially, in social science. The study was only on 4 Islamic Banks of Dhaka city, though there are other Islamic and Conventional Banks in Bangladesh. The result of the study which is drowning by the sampling method is not cent percent rigorous and it can represent average output of a concerned fact. However, it is expected that a little variation would not affect much of the overall findings of the study. Practical Implications: The overall, job satisfaction of employees serves as input for the continuous development of human resource practices in the banking industry of Bangladesh. Originality/Value: This study will add value to the banking industry of Bangladesh, especially in the Islamic banking that will help the by policy recommendation through which the industry will be able to retain employees by satisfying them toward their job. Sat, 01 Aug 2020 00:00:00 GMT http://space.buft.edu.bd/handle/123456789/38 2020-08-01T00:00:00Z http://space.buft.edu.bd/handle/123456789/37 Employee Empowering and Its Positive Effect: A Critical Review Hasan, Mallick Rakibul Purpose: The principal objective of this study is to determine different ways of empowering and its multi-faceted impact on different employee and organizational performance parameters. To serve this purpose, an indepth literature was reviewed. Methodology: It is mainly a review-based article and so conclusion was drawn on the basis of the literature review by the authors. Findings: The findings suggest that empowering employees can be done in different ways from simply thanking employees till using complicated process of work and it affects the employees and the organization profoundly. It has an impact on employees’ job satisfaction, commitment, stress level and the overall organizational output. Limitations: The major limitation of this study is that being a reviewbased study it has no practical exposure and any specific field orientation. Practical Implications: The knowledge shared in the article have two implications. The academicians can enrich their knowledge of the empowerment theories and accordingly they will be able to accommodate their knowledge when and where necessary. And secondly the managers will be able to apply the knowledge in their practices to empower their employees to ensure best output. Originality/Value: It will enrich the knowledge of the readers through giving him/her an overview of the effect of employee empowerment on employee performance and organizational output. The mangers can follow the process of empowering while they will practice it. It will also open an opportunity for researchers to do their research on any one of the effects or processes in future. Sat, 01 Aug 2020 00:00:00 GMT http://space.buft.edu.bd/handle/123456789/37 2020-08-01T00:00:00Z