Measuring Service Gap of Banking services in Bangladesh- A Study Based on Selected Private Commercial Bank in the Northern Region

Measuring Service Gap of Banking services in Bangladesh- A Study Based on Selected Private Commercial Bank in the Northern Region

tarannum_islam

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Tarannum Islam

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Shekh Md. Sahiduj Jaman

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Tanzila Rahman Lubna

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Hajee Mohammad Danesh Science and Technology University

Measuring Service Gap of Banking services in Bangladesh- A Study Based on Selected Private Commercial Bank in the Northern Region

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C: FINANCE0M187

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Abstract

This research investigates the service gap between client’s expectation and perception regarding banking services in Bangladesh with a particular focus on the SERVQUAL model along with the five dimensions: Tangibility, Reliability, Responsiveness, Assurance, and Empathy. We investigate the dimensions of quality of banking service and its impact on customer satisfaction. A self-administered and structured questionnaire use to collect data from 200 respondents of banks’ clients. The SPSS software use here for analyzing data. Different statistical tools use which are compatible with our research, such as factor analysis, reliability analysis, and hypothesis testing. We survey twenty private commercial banks. Average of ten customers take as a sample from each bank. As for clients’ perception, the services gap (Expected service -Perceived service), in the dimensions of reliability, responsiveness, and empathy, is significant because expected service is below perceived service in the private banks in the northern region of Bangladesh.

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Funding

No external funding was declared for this work.

Conflict of Interest

The authors declare no conflict of interest.

Ethical Approval

No ethics committee approval was required for this article type.

Data Availability

Not applicable for this article.

How to Cite This Article

tarannum_islam. 2021. \u201cMeasuring Service Gap of Banking services in Bangladesh- A Study Based on Selected Private Commercial Bank in the Northern Region\u201d. Global Journal of Management and Business Research - C: Finance GJMBR-C Volume 21 (GJMBR Volume 21 Issue C1).

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GJMBR Volume 21 Issue C1

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Journal Specifications

Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

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GJMBR-C Classification JEL Code: G21

Submission ReceivedJune 6, 2021
Peer Review Double Blind
Handling Editor
Accepted July 2, 2021
Published July 15, 2021

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v1.2

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January 16, 2021

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