The Gap between Service Quality and Customer Expectation of NRB Commercial Bank

Abstract

The main objective of this study is to find the gap among service quality attributes and customer expectations in NRB Commercial Bank Ltd along with the private commercial banking sector in Bangladesh. The study sought to identify the most important attributes in my bank settings, which may be used to review characteristics of the banks as experienced by clients. In Bangladesh, very few study has yet investigated the above mentioned gap. The purpose of this study is to find out and fill this gap. A review of literature was conducted to find out the gap among service quality and customer expectations about NRBCB. The literature review confirms this gap. A survey was conducted to collect data. The sample size of 100 banking clients was drawn from NRB Commercial Banks, Savar Branch, Savar, Dhaka, Bangladesh. The result shows that all the service quality attributes are positively related to customer satisfaction in the commercial banking settings including NRBCB in Bangladesh. Empathy demonstrates the highest positive correlation with customer satisfaction and tangibility shows the least positive correlation with customer satisfaction. This study suggests that SERVICE GAP MODEL as well as SERVQUAL [Service Quality Model] is a suitable instrument for measuring the bank service quality in the Bangladeshi context. Therefore, bank managers from different private bank can use this instrument to assess the bank service quality in Bangladesh. Keywords: NRB Commercial Bank, Service Quality, Customer Expectations, SERVICE GAP Model, SERVQUAL Model.