Consumer Perceptions and Expectations of Service Quality: Assessment through SERVQUAL Dimensions
Journal: Journal of Economics and Business (Vol.3, No. 2)Publication Date: 2020-06-30
Authors : Tabassum Tamanna;
Page : 483-488
Keywords : Customer; Expectation; Perception; Satisfaction; SERVQUAL;
Abstract
Service quality is very important to attract and retain customers in today's competitive business environment. Using the SERVQUAL model this research evaluates customers' expectations against their perceptions of the service quality in a private financial institute at Dhaka city of Bangladesh. To measure respondent's satisfaction level with the provided service quality of financial institutes. Fifty (50) clients were interviewed where the sample was selected non-randomly. The results showed that respondents' expectations and perception level markedly varied with the service provided by a financial institution. However, SERVQUAL tangible dimension indicated a small gap between expectation and perception level. The study concluded that level of customers' expectations on the service quality from any private financial service providers was higher than they perceived earlier. Customer services of private financial institutes should improve further through high quality services to achieve their optimum level of businesses.
Other Latest Articles
- The Relationship Between Green Marketing Adoption and Business Size: Evidences from Agro-processing Sector in Morogoro, Tanzania
- Modeling of environmental aspects related to reverse osmosis desalination supply chain
- Cultivation of Chlorella pyrenoidosa as a raw material for the production of biofuels in palm oil mill effluent medium with the addition of urea and triple super phosphate
- The effect of organic chelates and gibberellic acid on petroleum hydrocarbons degradation in the soil co-contaminated with Ni and crude oil under canola cultivation
- Photocatalytic removal of xylene as a pollutant in the air using ZnO-activated carbon, TiO2-activated carbon, and TiO2/ZnOactivated carbon nanocomposites
Last modified: 2020-04-05 16:11:03