Research
Analyzing Customer Service Quality of State-Owned Commercial Banks in Bangladesh: A Study on Sonali Bank Limited
This paper aims to assess the service quality of Sonali Bank Limited using the SERVQUAL framework to measure Tangibility, Reliability, Responsiveness, Assurance, Empathy and Overall Service Quality. A well-structured questionnaire was developed, and 200 respondents' data were analysed with SPSS 20. Data analysis showed that Tangibility, Reliability, and Empathy positively affect Overall Service Quality, and Responsiveness and Assurance negatively impact Service Quality. Customer perception reveals that Tangibility, Reliability, and Responsiveness of Sonali Bank Limited are not satisfactory, while Assurance and Empathy are founded as moderate and satisfactory, respectively. Finally, we found that overall service quality depends on at least one of the following variables: Tangibility, Reliability, Responsiveness, Assurance, and Empathy.
Understanding the Impact of Service Performance on Customer Satisfaction: A Study on Dominos Pizza Outlets in Bangladesh
The foreign restaurant industry is now entering Bangladesh as people are heading toward restaurants with their families and friends. Domino’s Pizza Bangladesh started its journey in March 2019. It has attracted many customers. So many factors contribute to attracting and retaining customers in this type of service industry. This chain of restaurants researched Bangladesh to find the potential of their business here. As soon as they find it feasible, they start their journey here. However, there is very little research on the factors that can contribute to the satisfaction of customers. So the researchers conducted the research to identify the factors that contribute to the satisfaction of the customers of Domino’s Pizza. It is mainly quantitative research, and both primary and secondary data were collected. A survey questionnaire was made on Google Forms and collected responses from 103 respondents online. 51% were female and 52% were male respondents among the 103 respondents.
