FACTORS INFLUENCING CUSTOMER SATISFACTION OF BANGLADESHI LEATHER PRODUCTS MANUFACTURING INDUSTRY

Abstract

This research has been undertaken to find if product, service and information qualities influence customers’ satisfaction with Bangladeshi leather products in Bangladesh. Bangladesh's leather product industries are the second largest contributor to the national GDP. The country itself has a large consumer. Customer satisfaction has increasingly become in concern of the business conglomerates in Bangladesh. Previous research has empirical evidence that product, service and information quality influence customer satisfaction. This research is a benchmark to understand how these factors together impact customer satisfaction. Research shows that all these exogenous latent constructs have a significant positive impact on customer satisfaction. The article theoretically contributes to the existing literature by testing a hypothetic deductive model among 384 customers in Dhaka City. Variance-based statistical tools (particle least squared equation model) were used to test the hypotheses. The result of the study arises a convincing case for the entrepreneurs of Bangladeshi leather products manufacturing industries regarding taking due attention to improving the product, service and information quality.