The Level of Customer Satisfaction of Commercial Banking Sector in Cambodia

Customer satisfaction reflects the pleasure or fulfilment customers feel when they receive products or services from a service provider. Customer satisfaction is evaluated through their cognitive processes that perceive a service or product obtained from a provider. Therefore, this study examines the level of customer satisfaction with the commercial banking sector of Cambodia. Primary data was collected from 402 customers of the nine banks within three types (subsidiary banks, locally incorporated banks and foreign branches) located in Phnom Penh, Cambodia. The results indicate that the level of customer satisfaction of subsidiary banks is higher than that of foreign branches and locally incorporated banks. The level of overall customer satisfaction with the service provided by all of the banks has a high score. As customers indicate a high level of customer satisfaction towards their bank, they intend to continue doing business with their bank in future.