bank service
Contents
Abstract:
The service quality means to customer’s satisfaction, which leads to customer loyalty, considerable practitioner interest has focused on programs to improve service quality. Customer perception is very important factor to measure service quality. This paper aims to assess customers perception on the different dimensions of service quality such as responsiveness, tangibility, assurance, empathy, reliability and the overall service quality in Standard Chartered bank, the top banking service provider in Bangladesh. This paper also tries to identify the gap between customers’ expectations and perceptions on the bank’s service quality. Finally, some suggestions have been offered to improve the service towards the customers by the authority of Standard Chartered Bank.
Keywords: Service, Customer, Quality, Dimension & Bangladesh.
Introduction:
Standard Chartered Bank has a history of over 150 years in banking and is in many of the world’s fastest growing markets. It has an extensive global network of over 1,200 branches (including subsidiaries, associates, and joint ventures) in 56 countries in the Asia Pacific Region, Africa, the United States and the United Kingdom. As one of the world’s most international banks, Standard Chartered employs over 44,000 people, representing 89 nationalities, worldwide.
Serving both consumer and wholesale banking customers, the bank combines deep local knowledge with global capability to offer a wide range of innovative products and services as well as award winning solutions. Standard Chartered Bank is committed to be the right partner to all the stakeholders by living its values in its approach to managing its people, exceeding expectations of its customers, making a difference in the communities that operate in and working with its regulators. The bank is trusted across its network for its standard of governance and corporate responsibility.
Standard Chartered Bank started its
Abstract:
The service quality means to customer’s satisfaction, which leads to customer loyalty, considerable practitioner interest has focused on programs to improve service quality. Customer perception is very important factor to measure service quality. This paper aims to assess customers perception on the different dimensions of service quality such as responsiveness, tangibility, assurance, empathy, reliability and the overall service quality in Standard Chartered bank, the top banking service provider in Bangladesh. This paper also tries to identify the gap between customers’ expectations and perceptions on the bank’s service quality. Finally, some suggestions have been offered to improve the service towards the customers by the authority of Standard Chartered Bank.
Keywords: Service, Customer, Quality, Dimension & Bangladesh.
Introduction:
Standard Chartered Bank has a history of over 150 years in banking and is in many of the world’s fastest growing markets. It has an extensive global network of over 1,200 branches (including subsidiaries, associates, and joint ventures) in 56 countries in the Asia Pacific Region, Africa, the United States and the United Kingdom. As one of the world’s most international banks, Standard Chartered employs over 44,000 people, representing 89 nationalities, worldwide.
Serving both consumer and wholesale banking customers, the bank combines deep local knowledge with global capability to offer a wide range of innovative products and services as well as award winning solutions. Standard Chartered Bank is committed to be the right partner to all the stakeholders by living its values in its approach to managing its people, exceeding expectations of its customers, making a difference in the communities that operate in and working with its regulators. The bank is trusted across its network for its standard of governance and corporate responsibility.
Standard Chartered Bank started its