A Relational Study on Service Quality Dimensions and Overall Service Quality in the Context of Standard Chartered Bank

21 Pages Posted: 19 Mar 2010

See all articles by Khan Atiqur Rahman

Khan Atiqur Rahman

Bangladesh Institute of Bank Management (BIBM)

Date Written: March 3, 2010

Abstract

The service quality means to customer’s satisfaction, which leads to customer loyalty, considerable practitioner interest has focused on programs to improve service quality. Customer perception is very important factor to measure service quality. This paper aims to assess customers perception on the different dimensions of service quality such as responsiveness, tangibility, assurance, empathy, reliability and the overall service quality in Standard Chartered bank, the top banking service provider in Bangladesh. This paper also tries to identify the gap between customers’ expectations and perceptions on the bank’s service quality. Finally, some suggestions have been offered to improve the service towards the customers by the authority of Standard Chartered Bank.

Keywords: Service, Customer, Quality, Dimension & Bangladesh

Suggested Citation

Rahman, CDCS, Atiqur Atiqur, A Relational Study on Service Quality Dimensions and Overall Service Quality in the Context of Standard Chartered Bank (March 3, 2010). Available at SSRN: https://ssrn.com/abstract=1570708 or http://dx.doi.org/10.2139/ssrn.1570708

Atiqur Atiqur Rahman, CDCS (Contact Author)

Bangladesh Institute of Bank Management (BIBM) ( email )

Mirpur-2
Dhaka, 1216
Bangladesh
88-9003031 – 5, 88-9003051 - 2 (Phone)
88-02-9006756 (Fax)

HOME PAGE: http://www.bibm-bd.org

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