Influence of Service Quality Dimensions in Commercial Banks of Bangladesh: Existing vs Expected

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Md. Asfaqur Rahman
Md. Asfaqur Rahman
2
Ela Saha
Ela Saha

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The economy of a country is largely dependent on banking sector. In this case, Bangladesh is not exceptional. Commercial banks of Bangladesh play a vital role in the economy, making up one of the biggest providers of services in the economy. In the current banking environment, service quality is one of the main weapons, which enables the banks to differentiate from each other. Hence, providing a better service quality is vital, as banks have to compete for customers. The primary focus of the study is to identify the gap between existing and expected service quality in terms of basic services, advanced services, cost and prestige, customer satisfaction and customer loyalty issues. Upon carrying out the study, a total of 120 (200 successful surveys) samples were surveyed in different commercial banks of Bangladesh. A questionnaire for such purpose was designed and different statistical methods were applied to analyse the collected data. From the study of descriptive statistics it is found that the overall service quality in commercial banks in Bangladesh is moderate. Whereas the sample t-statistics of the study shows that there is no significance difference between the existing and expected services of commercial banks of Bangladesh because the customer’s demographic characteristics.

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No external funding was declared for this work.

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The authors declare no conflict of interest.

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Md. Asfaqur Rahman. 2026. \u201cInfluence of Service Quality Dimensions in Commercial Banks of Bangladesh: Existing vs Expected\u201d. Global Journal of Management and Business Research - E: Marketing GJMBR-E Volume 23 (GJMBR Volume 23 Issue E2): .

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Service Quality Banks.
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GJMBR Volume 23 Issue E2
Pg. 33- 40
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Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

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GJMBR-E Classification: LCC: HG1501-3550
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September 28, 2023

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The economy of a country is largely dependent on banking sector. In this case, Bangladesh is not exceptional. Commercial banks of Bangladesh play a vital role in the economy, making up one of the biggest providers of services in the economy. In the current banking environment, service quality is one of the main weapons, which enables the banks to differentiate from each other. Hence, providing a better service quality is vital, as banks have to compete for customers. The primary focus of the study is to identify the gap between existing and expected service quality in terms of basic services, advanced services, cost and prestige, customer satisfaction and customer loyalty issues. Upon carrying out the study, a total of 120 (200 successful surveys) samples were surveyed in different commercial banks of Bangladesh. A questionnaire for such purpose was designed and different statistical methods were applied to analyse the collected data. From the study of descriptive statistics it is found that the overall service quality in commercial banks in Bangladesh is moderate. Whereas the sample t-statistics of the study shows that there is no significance difference between the existing and expected services of commercial banks of Bangladesh because the customer’s demographic characteristics.

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Influence of Service Quality Dimensions in Commercial Banks of Bangladesh: Existing vs Expected

Md. Asfaqur Rahman
Md. Asfaqur Rahman
Ela Saha
Ela Saha

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