Service Quality of BRAC Bank in Bangladesh: A Case Study

11 Pages Posted: 13 Oct 2016

See all articles by Nazrul Islam

Nazrul Islam

Canadian University of Bangladesh

Md. Arif Ibne Tareq

BRAC Bank Ltd - Department of Service Quality

Date Written: October 11, 2007

Abstract

This paper attempts to identify the service quality of BRAC Bank of Bangladesh. It identifies the service quality factors important to the Bank. A survey has been conducted on the clients of BRAC Bank with a structured questionnaire. The respondents’ were selected from the 14 branches of BRAC Bank located at Dhaka city. More than 200 retail customers were interviewed with a structured questionnaire. The sample clients were selected randomly at the branches. Factor analysis was conducted to identify the service quality factors of the bank. Results show that the most important perceived service quality factors are satisfaction of the clients’ best interest by the bank and the tangible physical facilities of the bank.

Keywords: Service Quality, BRAC Bank, Clients Best Interest to the Bank, Tangible Physical Facilities.

Suggested Citation

Islam, Nazrul and Ibne Tareq, Md. Arif, Service Quality of BRAC Bank in Bangladesh: A Case Study (October 11, 2007). Available at SSRN: https://ssrn.com/abstract=2850980 or http://dx.doi.org/10.2139/ssrn.2850980

Nazrul Islam (Contact Author)

Canadian University of Bangladesh ( email )

House 99, Road 11, Block C, Banani,
Dhaka, 1213
Bangladesh
8801716370643 (Phone)
880258952047 (Fax)

HOME PAGE: http://www.cub.edu.bd

Md. Arif Ibne Tareq

BRAC Bank Ltd - Department of Service Quality ( email )

1 Gulshan Avenue
Dhaka, 1212
Bangladesh

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