Comparative evaluation of critical factors in Delivering service quality gaps in the Bangladeshi banking industry

Abstract

This research study aims to search for the gaps in the quality of the service for the customers in different types of banks in Bangladesh. The study will evaluate the service quality gaps regarding different critical factors based on the SERVQUAL model which is initially established by Parasuraman. The relative importance and necessity of these vital factors in the evaluation of overall service qualitygaps investigated in the dominance analysis technique. This study was run by the questions and interviews of bank customers to find their perceptions about the service quality of selected Bangladeshi banks (Mary & Karl 2012). Data collected from the meetings of 160 customers of banks with the help of the structured questionnaire. The service quality gaps analysed from the data analysis obtained from the interviews. The result of this study indicates the positive impact of the empathy-reliability-assurance on the service quality of the banks, and so, the need for improvement in these factors has revealed. This study has identified that banks should possess some quality by restructuring the management system to minimise the service quality gaps so that they can deliver superior quality of services for retaining existed customers and for attracting new customers.