Service Quality Measurement on Three Private Commercial Banks

Abstract

In this report, efforts have been made to measure the service quality of Arab Bangladesh Bank Limited, Bank Asia Limited, and the City Bank Limited. The five dimensions of SERVQUAL model such as reliability, assurance, tangibility, empathy and responsiveness were used to measure the quality of service offered by the selected private commercial banks. In order to achieve the aims, both primary and secondary sources of data were used.Evaluating service area like bank is slightly different from the manufacturing area. Service quality is extremely important to an organization or a bank, but the dilemma seems to be how to accurately and reliably accomplish such measurement. To know the customer view point about the private commercial banks as the evaluation of the service is much more needed. And that is why my focus was the service quality of the Arab Bangladesh Bank Limited, Bank Asia Limited, and the City Bank Limited.This study suggests that servqual is a suitable instrument for measuring service quality. Hence, banking industry practitioners can consider this instrument as a tool to assess and help improve their service quality. This report contains total six chapters. The first chapter is Orientation of the Study. The second chapter consist of Banking Sector in Bangladesh. The third chapter is Literature Review &Theoretical Justification. Chapter four is Overview of the Organizations. Chapter four included Analysis & Findings. And final chapter is Recommendations and Conclusion.To measure the service quality, SERVQUAL method is used. 50 respondents have been selected as sample for this study. Non probability convenience sampling method is used to collect the data. Structured questionnaire is used to follow and tried to get response from the clients of selected three private commercial banks. Excepting ATM booth service most of the clients are agreed with the service quality of thesecommercial banks. The major aim of the thesis report is to measure the quality of service offered Arab Bangladesh Bank Limited, Bank Asia Limited, and the City Bank Limited. Moreover, it tries to investigate the relationship between service quality, customer satisfaction and loyalty. Through all departments and sections are covered in the thesis report it is not possible to depth to measure service quality because of time limitation. However, highest effort has been given to achieve the objective the thesis report.