| dc.description.abstract | This thesis examines the service strategy of the banking industry in
Bangladesh, with a specific focus on Social Islami Bank Limited (SIBL). The
banking sector plays a crucial role in the economic development of Bangladesh,
and the service strategies employed by banks have a significant impact on their
competitive advantage and customer satisfaction. The objective of this
research is to analyze the service strategy of SIBL and assess its effectiveness
in meeting the evolving needs and expectations of its customers. SIBL has
developed a diverse range of delivery channels to enhance convenience and
accessibility for customers, including branch networks, ATMs, internet
banking, and mobile banking. The bank has also prioritized relationship
management, emphasizing personalized customer service, relationship
building, and continuous engagement. Moreover, SIBL has demonstrated a
commitment to adopting and integrating technology into its service strategy.
The bank has implemented various technological solutions to enhance
operational efficiency, improve service quality, and provide seamless banking
experiences. The study concludes that SIBL's service strategy has contributed
to its competitive advantage in the banking industry in Bangladesh. The bank's
customer-centric approach, combined with its focus on Islamic banking
principles, has enabled it to differentiate itself in the market and build strong
customer relationships. The findings of this research provide valuable insights
for the banking industry in Bangladesh, as well as for other Islamic banks, by
highlighting effective service strategies and areas for improvement. Overall,
this thesis contributes to the existing literature on service strategy in the
banking industry, specifically within the context of Bangladesh, and offers
practical recommendations for enhancing the service strategies of banks to
meet the changing demands of customers in a competitive market. | en_US |
