A Relational Study on Service Quality Dimensions and Overall Service Quality in the Context of Standard Chartered Bank
21 Pages Posted: 19 Mar 2010
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
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